Inside Account Manager, Team Lead (Remote in AZ, UT, NM and CO))

I. Job Summary

The IAM Lead Representative position receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of Inside Account Managers (IAM) to meet overall sales objectives and enhance the customer service experience. Act as a lead to other IAM's by assisting with the handling of escalated calls, provide one on one coaching, and facilitate training on the various WM Systems and Processes including MAS, SFDC.

This position is a work from home role however the employee must reside in the CO, UT, NM or AZ based on business need

II. Essential Duties and Responsibilities
 

• Handles single or multiple-market sales inquiries and transactions of a mid to high level of complexity from commercial or industrial customers independently and proficiently: • Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information. • Identifies opportunities to cross sell additional products and services. • Serves as the customer’s advocate by solving problems on the customer’s behalf and by engaging the right department representatives within WM.
• Adheres to service and operational standards established for the Inside Sales Center, including quality, productivity, Service Machine, safety and timeliness goals
• Performs outbound calling campaigns: • Initiates calls to customers to ensure that issues are resolved, to ensure customer satisfaction, to survey service satisfaction and follow-up on customer feedback. • Communicates and coordinates with sales and operations departments to ensure follow-up on sales leads, set-ups, missed pick-ups, and other customer-related issues as needed.
• Strives to meet or exceed service and operational goals established for the Inside Sales Group, including productivity, quality, and timeliness goals.
• Act as a liaison between IAM team and supervisory staff. Primary contact in assisting team of quality service providers.
• Assists supervisory staff with handling escalated calls that may require deviation from standard screens, scripts, and procedures and other situations that may require adaptation of response or extensive research according to customer response.
• Monitors calls and provides coaching and feedback as necessary to ensure IAM Representatives are using designated tools and are in adherence with company policies regarding pricing, fees etc.…
• As required by management, maintains routine related reports and creates reports as requested.

III. Qualifications - Must live and work in the U.S.

A. Required Qualifications 
 

• High School Diploma or G.E.D.
• A minimum of two years previous experience in an Inside Sales capacity

B. Preferred Qualifications 

• Previous experience as a WM Customer Service Lead or Inside Sales Representative strongly preferred.

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.
 

• Repetitive Motions
• Eye/Hand/Foot Coordination
• Sitting
• Talking
• Hearing

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.

Pay: The expected base pay range for this position across the U.S. is $23.79 - $33.00/hour. 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. 


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 401(k), and more. 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.