What are the responsibilities and job description for the Sales Retention Account Associate (FL) - Bilingual Preferred position at WM?
Bilingual preferred! We are looking for a Spanish speaking skillset for this role. We would like this person to speak, read, and write fluently in Spanish in order to be qualified.
Work Situation
This will be a hybrid work situation, with a 50% in-office expectation. Our office address in Tupelo is: 499 South Gloster, Ste B2 – Tupelo, MS 38801. Candidates need to be local to the area. The work schedule is Mon-Fri 7am-4pm.
Quick Snapshot
In this position, you will become a retention expert! You’ll split your time between inbound and outbound calls with our customer base to resolve issues and secure updated service level agreements, utilizing new technology to facilitate the outreach process. You will learn effective negotiation techniques that will enable you to “Save, secure, and convert” customers who want to cancel their contracts with us, while also upselling and closing new business when the opportunity arises.
About You (The Ideal Candidate)
You are extremely organized and have an innate ability to multi-task effectively. You love using the phone. You love to not only talk with people but want to truly help them. We’re looking for a customer champion - someone who wants to listen to their needs and find ways that we can continue to service them better than anyone else in the industry.
Job Summary
The Account Associate I (AA) serves as a key point of contact for WM's Small/Medium business customers. Operating as part of a team-based queue, the AA focuses on retaining and growing the team's book of business. Through effective management of inbound call requests and proactive customer outreach, the AA maintains a net positive business performance by preventing customer cancellations and securing updated contract agreements. Success in this role is achieved through sound retention strategies, effective negotiation skills, and alignment with WM's growth objectives.
Essential Duties and Responsibilities
- Communicates in a focused and compelling way that drives customers’ thoughts and actions.
- Utilizes appropriate change management processes to meet the demands of the sales role.
- Controls sales assignments by allocating necessary time to retention and acquisition goals, requirements, and opportunities.
- Explores alternatives to reach mutually beneficial sales agreements that gain customers’ acceptance and commitment.
- Contributes to individual and shared responsibilities in a team environment.
- Navigates through multiple systems, sales tools, and processes ensuring accurate documentation when executing customer interactions.
- Uses WM sales productivity software tools accurately and consistently (i.e. Salesforce.com/Customer Relationship Management and Pricing Tools.)
- Analyzes reports as needed and/or handles general administrative duties as appropriate.
Qualifications
Required Qualifications:
High School Diploma or GED (accredited)
1 year Business-to-business account management, inside sales (phone based sales), and/or customer service experience that includes a sales component
Preferred Qualification
Bilingual skillset, with ability to read, speak, and write fluently in Spanish.
Physical Requirements
Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
- Repetitive Motions
- Eye/Hand/Foot Coordination
- Sitting
- Talking
- Hearing
Work environment: This job will split time between working from home and in the office. When in the office, it's in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
Benefits
You’ll receive a top-notch benefits package, including Medical, Dental, Vision, Life Insurance and Short and Long Term Disability. We have a great Employee Stock Purchase Program (ESPP), a fantastic company match on 401K (4.5% with NO vesting period), generous vacation and sick time, and we’ll also help pay for continuing your education!
If this sounds like the opportunity that you have been looking for, please click Apply.