Sales Retention Account Associate - South Atlantic

Overview

Hybrid work arrangement with a 50% in-office expectation. This may transition to 100% in-office later in the year. Office address: 499 South Gloster, Ste B2 – Tupelo, MS 38801. Candidates need to be local to the area.

Work schedule:

Mon-Fri 7am-4pm.

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, using new technology to facilitate the outreach process. You will learn effective negotiation techniques to save, secure, and convert customers who want to cancel their contracts, while also upselling and closing new business when the opportunity arises.

You are highly organized and able to multi-task effectively. You enjoy using the phone and talking with people, with a genuine desire to help customers. We are looking for a customer champion who listens to needs and works to service customers better than anyone else in the industry.

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 retention strategies, negotiation skills, and alignment with WM's growth objectives.

• 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 multiple systems, sales tools, and processes ensuring accurate documentation when executing customer interactions.
• Uses WM sales productivity software tools accurately and consistently (e.g.,  and Pricing Tools).
• Analyzes reports as needed and/or handles general administrative duties as appropriate.

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

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
• Talking
• Hearing

Work environment:
This job will split time between working from home and in the office. When in the office, it is a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

You’ll receive a top-notch benefits package, including Medical, Dental, Vision, Life Insurance and Short and Long Term Disability. We have an Employee Stock Purchase Program (ESPP), a company match on 401K (4.5% with no vesting period), generous vacation and sick time, and we will help pay for continuing your education.

WM () is North America’s largest comprehensive waste management environmental solutions provider. Based in Houston, WM is driven by commitments to put people first and achieve success with integrity. The company provides collection, recycling and disposal services to residential, commercial, industrial and municipal customers across the U.S. and Canada, with initiatives in recycling, organics, renewable energy and sustainability.

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard…