Retention Sales Specialist - ON, Canada

I. Job Summary

Under manager supervision, this position is responsible for retaining customers that are 'at risk', have been identified as potential lost business, or have requested cancellation of service with WMHS. This position supports cancellation/downgrade requests for individual accounts, "group" accounts or multi location customers that are part of our WMHS business. Team members will attempt to determine customers' needs/requirements and negotiate an appropriate resolution by right sizing, re-pricing, and/or resolving service quality issues. Team Members will resolve customer complaints and concerns through active listening, empathy, and professionalism. Team Members will demonstrate the ability to establish and maintain effective relationships with customers. 

II. Essential Duties and Responsibilities
 

• Re-negotiate contracts in an effort to retain customer business, when necessary. Mediate customer’s requests while still maintaining a profitable level of revenue and leveraging higher level service programs.
• Utilize ‘Value Based Sales Skills’ to uncover client’s existing service issues and needs, explain contract obligations if any (i.e. liquidated damages), provide alternatives for consideration (i.e. fewer pick-ups, alternative pricing, etc.), sell the value of the recommended solution, and retain/up-sell revenue.
• Manage cases assigned to you within prescribed service level expectations and utilize effective sales skills to attain a minimum 100% of assigned revenue.
• Work with cross functional team members including transportation, billing, collections, sales, and customer experience departments to assist in providing satisfactory solutions from the customer perspective in order to retain business.
• Proactively contact customers who have been identified as “at risk” for cancelling services using approved sales tactics and strategies to retain potential lost business
• Exercise appropriate level of discretion for credits and approvals in accordance with departmental policies by utilizing the tools and technology provided.
• Effectively utilize technology based CRM (Customer Relationship Management) tool for lead follow-up, sale cycle disposition, pipeline management, forecasting and lost opportunity tracking. Keep comprehensive and accurate notes in the system.
• Perform other duties and responsibilities, as assigned.

III. Qualifications 

A. Required Qualifications 
 

• 2 years of telesales experience, or the equivalent in related work experience, demonstrating the ability to manage and develop existing and prospective accounts.
• Bilingual in English and French

B. Preferred Qualifications 
 

• Bachelor's Degree in sales or marketing

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.

☒ Combination: This job operates in a mix between an office environment and plant/field environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
 

Pay: The expected base pay range for this hybrid position is $22.26 -$25.92. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. In addition, this position is eligible for incentive pay.

V. Benefits 
At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short-term disability. In addition, we offer a stock purchase plan, company matching on a RRSP, and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site. 

 

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