Supervisor, Inside Retention - South Atlantic

Job Summary

Supervises the South Atlantic Area Retention Desk. The Retention Desk consists of 18 Account Associates that take inbound cancellation request call activity. Manage the South Atlantic Area's account retention program and assign retention responsibility to the appropriate Account Associate.

Essential Duties And Responsibilities

• Work with South Atlantic leadership to establish and or refine cancellation processes.
  • 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.
  • 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.
  • Aid in the implementation and ongoing development of the Cancellation Desk.
  • Generate 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.
  • Support the Inside Sales Manager to help resolve unique customer issues/concerns.
  • Supervise activities of the Account Associate retention department.
    • Maintain and reinforce the corporate sales strategy and design with the Retention Team.
    • Handle any escalated customer calls.
    • Ensure 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.
    • Forecast and recruit qualified candidates for available and/or upgraded retention positions.
    • Establish and maintain an ongoing training, coaching and mentoring program to upgrade the skills of assigned retention personnel and develop their opportunities for promotion, if available.
    • Establish and maintain an ongoing proactive account retention program, which includes meeting customer retention goals.
    • Collaborate with the Inside Sales Manager to communicate and effectively manage the South Atlantic Area’s price increase strategies including meeting price increase goals.
    • Ensure the use of WM sales tools (i.e. Record Setter, Proposal Master, MAS, Pricing Tools, etc.) is maintained and used by the team.
    • Analyze lost business trends and recommend corrective actions.
    • Provide industry knowledge and interpretation of regulations to customers.
    • Participate in and take ownership of municipal account retention when and if required.
    • Regularly meet with customer executives to ensure client needs are met and expectations exceeded.

Qualifications

• Required: Bachelor's Degree in Sales/Marketing, Business Administration or similar area of study.
• Preferred: 5 years in Sales/Marketing, Business Administration or similar area.
• Internal applicants should have demonstrated leadership qualities on their current team in order to be considered.

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.

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Short Term Disability
• Stock Purchase Plan
• Company match on 401K
• Paid Vacation
• Holidays
• Personal Days