Associate Account Manager Team Lead

About the role

The Associate Account Manager Team Lead (Team Lead) ensures consistent and effective delivery and resolution of customer retention activities using a hands-on, professional, and customer-service oriented approach. In addition to maintaining an existing book of business and exceeding daily duties, the Team Lead supports onboarding newly hired Associate Account Managers and provides guidance on challenging customers or processes. The role handles urgent customer concerns within the team and offers back-up support across the area team.

Responsibilities

• Prepares agendas and participates in weekly planning meetings, team huddles, reinforcement trainings, and meetings with supervisors and area retention managers.
• Supports the Supervisor with escalation requests, case management, and business requirements for open books of business and new hires.
• Assists with new hire onboarding and mentorship.
• Provides shadowing to prospective internal candidates.
• Participates in focus groups for Associate Account Manager feedback.
• Fulfills daily, weekly, and monthly expectations for an existing book of business.
• Performs contractual re-signs to extend customer relationships and increase profitability.
• Responds to cancellation requests in alignment with the established escalation policy.
• Proactively communicates with customers to support company pricing initiatives.
• Uses Salesforce daily to schedule and document activities such as calls, meetings, and proposals.
• Captures customer emails, minimizes rate restrictions, and reduces customer credits.
• Increases customer penetration by selling the full suite of Republic Services products.
• Meets with the Supervisor weekly to review retention activities, progress toward goals, and key customer relationships.
• Performs other job-related duties as assigned.

Requirements

• High school diploma or G.E.D. (Required).
• Minimum of 1 year of customer service experience (Required).

Preferred Qualifications

• Waste or transportation industry experience.

Benefits

Eligible employees can elect to participate in:

• Comprehensive medical, dental, and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO).

More details on benefits.