Supervisor, Inside Retention - Tupelo, MS

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Quick Snapshot

For this role, we are looking for proven sales management / supervisory experience. The right candidate will have previous experience supervising a team of inside representatives who are retaining small and medium sized business customers. The candidate can expect to work in the office full time (100%). The office location for this position is: 499 South Gloster, Ste B2 – Tupelo, MS 38801 and all candidates should be able to commute to this location.

I. Job Summary

Supervises the Retention Desk. The Retention Desk consists of 11 Account Associates that take inbound cancellation request call activity. Manage the Area's account retention program and assign retention responsibility to the appropriate Account Associate.

II. Essential Duties and Responsibilities

• Work with leadership to establish and or refine cancellation processes. These processes would include: Call Flow, MAS Cancellation Ticket Process, Communication protocol between Cancel Desk and Market Area’s. 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 representatives 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 Area’s 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 Inside Sales Manager to help resolve unique customer issues/concerns.
• Supervises activities of the Account Associate 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 an Account Associate.
• 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 Inside Sales Manager to communicate and effectively manage the Area’s price increase strategies including meeting price increase goals.
• Effectively maintains and ensures the use of WM sales tools (i.e. Record Setter, Proposal Master, MAS, Pricing Tools, etc.). Ensures that the entire Account Associate 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. Qualifications

A. Required Qualifications

• Bachelor's Degree Sales/Marketing, Business Administration or similar area of study
• 5 years in Sales/Marketing, Business Administration or similar area

B. Preferred Qualifications

• Internal applicants should have demonstrated leadership qualities on their current team in order to be considered.

IV. 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. Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

V. 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.

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