[Remote] Save Specialist, Residential Team Lead

Note: The job is a remote job and is open to candidates in USA. WM is North America's leading provider of comprehensive environmental solutions, seeking a Save Specialist, Residential Team Lead. The role focuses on managing customer cancellation requests, implementing retention strategies, and coaching team members to meet department objectives.

Responsibilities

• Saves, secures, and converts' by handling all customer cancellation requests, providing ongoing education of contract details to existing customers, and by obtaining customer contract commitments using sound telephone based negotiation practices
• Resolves escalations for customer service
• Establishes and maintains a high level of customer satisfaction. This includes meeting customer retention goals
• Reduces lost accounts by diffusing cancellation requests and handles escalated customer calls
• Retains revenue and profitability by executing sound plans on retention calls to improve the customers' service and/or profitability while minimizing price rollbacks
• Matches WM services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other Waste Management business opportunities, referring internally as appropriate
• Effectively uses WM sales productivity software tools and systems (i.e. MAS, save matrix, etc.)
• Proposes customer solutions that are compliant with appropriate local, state and federal regulations
• Updates and secures customer service agreements
• Coaches and trains Residential Save Specialists in the group to help them and the group meet defined objectives. Helps identify development opportunities for individuals in the group and ensures adherence to the RESPOND methodology. Documents individual performance in the Sales Coaching Log
• Monitors the retention queue to ensure agent availability and wrap time
• Trains all members of the department on the use digital tools such as MAS, residential save matrix and others as required
• Other duties as assigned

Skills

• Must live and work in the US
• Education: High school diploma or GED (accredited)
• Experience: One year of experience in account retention/management (in addition to education requirement)
• General Competencies Include: Build Relationships, Communicate With Impact, Demonstrate Professionalism, Make Sound Decisions, Excellent organizational and problem solving skills, Think Strategically, Proficient with Computer and Software Applications, Navigation of computer applications while managing live calls with customers, Produce Results, Know the Business, Influence and Negotiate, Manage Work/Time, Use Ethical Practices

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Short Term Disability
• Stock Purchase Plan
• Company match on 401K
• Paid Vacation
• Holidays
• Personal Days

Company Overview