What are the responsibilities and job description for the Supervisor, Inside Retention position at WM?
Job Description
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.
I. Job Summary
Supervises the Retention Desk. The Retention Desk consists of multiple Save Specialist Reps that take inbound cancellation request call activity. Manage each Market Areas account retention program and assign retention responsibility to the appropriate Save Specialist.
II. Essential Duties And Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties as assigned.
Work with Market Areas to establish and or refine cancellation processes. These processes would include: Call Flow, MAS Cancellation Ticket Process, Communication protocol between Cancel Desk and Market Areas. Tracking and reporting procedures, etc.
Establish and or refine Coaching and Training Protocol using RESPOND training as basis. This would include: Daily, weekly, and monthly training regiments for individual reps as well as the team. Coaching should consist of desk side activity as well as remote listening and performance measurement.
Assist in the implementation and ongoing development of the Cancellation Desk.
Generates revenue by retaining existing customers and executing the Areas Sales & Marketing Plan to achieve revenue goals by sales channel ensuring internal revenue growth through additional services and maintaining profitability on retained accounts.
Maintains and reinforces the corporate sales strategy and design with the Retention Team.
Handle any escalated customer calls. These calls may include when a customer requests to speak with a Supervisor or with any other customer call.
Establishes and maintains a high level of customer satisfaction on all transactions with existing customers. Communicates to and works with the Area Sales Manager to help resolve unique customer issues/concerns.
Supervises activities of the Save Specialist retention department. Ensures team members meet or exceed goals for cancellations, proactive retention, pricing, service upgrades, referral generation and productivity, along with other possible metrics as defined by the position of a Save Specialist.
Forecasts and recruits qualified candidates for available and/or upgraded retention positions.
Maintains an ongoing training, coaching and mentoring program to upgrade the skills of assigned retention personnel and develop their opportunities for promotion, if available.
Establishes and maintains an ongoing proactive account retention program, which includes meeting customer retention goals.
Works with the Area Sales Manager to communicate and effectively manage the Areas price increase strategies including meeting price increase goals.
Effectively maintains and ensures the use of Waste Management sales tools (i.e. Record Setter, Proposal Master, MAS, Pricing Tools, etc.). Ensures that the entire Retention Representative Team is well trained in the use of these tools.
Analyze lost business trends and recommends corrective actions.
Provides industry knowledge and interpretation of regulations to customers.
Participates in and takes ownership of municipal account retention when and if required.
Regularly meets with customer executives to ensure client needs are met and expectations exceeded.
III. Supervisory Responsibilities
The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of up to 9-10 full-time employees, typically Inside Save Specialists
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
Education and Experience
Education: Bachelor's Degree (accredited) in Sales/Marketing, Business Administration or similar area of study or in lieu of degree, High School Diploma or GED (accredited) and 4 years of relevant experience.
Experience: 5 years of relevant work experience (in addition to education requirement).
Normal setting for this job is: office setting/hybrid.
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click “Apply.”
About Us
ABOUT WM
WM ( WM.com ) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com .
About The Team
WM Leaders are a critical part of our People First culture. The proud, caring and resilient members of the WM family are the foundation for our success. We commit to taking care of each other, our customers, our communities and the environment. We are Leaders in Sustainability & Environmental Solutions.
WM is more than just managing waste. We're industry leaders helping people and organizations achieve their sustainability goals, and We Are Always Working for a Sustainable Tomorrow.
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.
I. Job Summary
Supervises the Retention Desk. The Retention Desk consists of multiple Save Specialist Reps that take inbound cancellation request call activity. Manage each Market Areas account retention program and assign retention responsibility to the appropriate Save Specialist.
II. Essential Duties And Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties as assigned.
Work with Market Areas to establish and or refine cancellation processes. These processes would include: Call Flow, MAS Cancellation Ticket Process, Communication protocol between Cancel Desk and Market Areas. Tracking and reporting procedures, etc.
Establish and or refine Coaching and Training Protocol using RESPOND training as basis. This would include: Daily, weekly, and monthly training regiments for individual reps as well as the team. Coaching should consist of desk side activity as well as remote listening and performance measurement.
Assist in the implementation and ongoing development of the Cancellation Desk.
Generates revenue by retaining existing customers and executing the Areas Sales & Marketing Plan to achieve revenue goals by sales channel ensuring internal revenue growth through additional services and maintaining profitability on retained accounts.
Maintains and reinforces the corporate sales strategy and design with the Retention Team.
Handle any escalated customer calls. These calls may include when a customer requests to speak with a Supervisor or with any other customer call.
Establishes and maintains a high level of customer satisfaction on all transactions with existing customers. Communicates to and works with the Area Sales Manager to help resolve unique customer issues/concerns.
Supervises activities of the Save Specialist retention department. Ensures team members meet or exceed goals for cancellations, proactive retention, pricing, service upgrades, referral generation and productivity, along with other possible metrics as defined by the position of a Save Specialist.
Forecasts and recruits qualified candidates for available and/or upgraded retention positions.
Maintains an ongoing training, coaching and mentoring program to upgrade the skills of assigned retention personnel and develop their opportunities for promotion, if available.
Establishes and maintains an ongoing proactive account retention program, which includes meeting customer retention goals.
Works with the Area Sales Manager to communicate and effectively manage the Areas price increase strategies including meeting price increase goals.
Effectively maintains and ensures the use of Waste Management sales tools (i.e. Record Setter, Proposal Master, MAS, Pricing Tools, etc.). Ensures that the entire Retention Representative Team is well trained in the use of these tools.
Analyze lost business trends and recommends corrective actions.
Provides industry knowledge and interpretation of regulations to customers.
Participates in and takes ownership of municipal account retention when and if required.
Regularly meets with customer executives to ensure client needs are met and expectations exceeded.
III. Supervisory Responsibilities
The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of up to 9-10 full-time employees, typically Inside Save Specialists
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
Education and Experience
Education: Bachelor's Degree (accredited) in Sales/Marketing, Business Administration or similar area of study or in lieu of degree, High School Diploma or GED (accredited) and 4 years of relevant experience.
Experience: 5 years of relevant work experience (in addition to education requirement).
- Certificates, Licenses, Registrations or Other Requirements
- Other Knowledge, Skills or Abilities Required
- Work Environment
Normal setting for this job is: office setting/hybrid.
Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click “Apply.”
About Us
ABOUT WM
WM ( WM.com ) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them achieve their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post-consumer materials and is the leader in beneficial reuse of landfill gas, with a growing network of renewable natural gas plants and the most gas-to-electricity plants in North America. WM’s fleet includes nearly 11,000 natural gas trucks – the largest heavy-duty natural gas truck fleet of its kind in North America – where more than half are fueled by renewable natural gas. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com .
About The Team
WM Leaders are a critical part of our People First culture. The proud, caring and resilient members of the WM family are the foundation for our success. We commit to taking care of each other, our customers, our communities and the environment. We are Leaders in Sustainability & Environmental Solutions.
WM is more than just managing waste. We're industry leaders helping people and organizations achieve their sustainability goals, and We Are Always Working for a Sustainable Tomorrow.
