Save Desk Specialist (Inside) - Rochester New York Job In , Full Time Jobs In Waste Management

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Job Ref:	12457
Employer:	Waste Management.
City:	Rochester
State/Province:	New York
Country:	United States
Type of Employment:	Full Time
Environmental Categories:	Other
Industries:	Other/Not Classified
Required Education:	Other

Job Description:

I. Job Summary

Responds same day to controllable and uncontrollable customer cancellation requests assigned to the Inside Sales Channel. Through the development and implementation of sound retention strategies and the use of effective negotiation skills minimizes the impact of cancellation request and rate rollbacks. Secures updated contract agreements from customers. Coordinates and supports flip process to Outside Save Specialist or Account Manager to assure optimal customer retention.

II. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

"Saves, secures, and converts" by handling all customer cancellation requests, providing ongoing education of contract details to existing customers, and by obtaining customer contract commitments using sound telephone based negotiation practices.

Resolves escalations for customer service within the defined territory.

Generates revenue growth by utilizing a consultative selling approach in the retention of current Waste Management customers.

Establishes and maintains a high level of customer satisfaction. This includes meeting customer retention goals. Communicates to and works with the Retention Manager to resolve unique customer issues.

Reduces lost accounts by diffusing cancellation requests and providing immediate flip on accounts unable to be saved over the phone.

Increases revenue and profitability by executing sound plans on retention calls to improve the customers' service and/or profitability while minimizing price rollbacks.

Matches Waste Management services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages other Waste Management business opportunities, referring internally as appropriate.

Effectively uses Waste Management sales productivity software tools (i.e. Prospect and Customer Database, Salesforce.com Proposal Program, Pricing Tools, etc.).

Acquires in‑depth industry and company knowledge in order to prepare complex proposals and make recommendations on equipment optimization and leasing options.

Proposes customer solutions that are compliant with appropriate local, state and federal regulations.

Updates and secures customer service agreements.

III. Supervisory Responsibilities

This job has no supervisory duties.

IV. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) part of the work day;

Required to exert physical effort in handling objects less than 30 pounds rarely;

Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;

Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;

Normal setting for this job is: office setting.

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

Required: High school diploma or GED equivalent plus 1-year non-consumer based industry sales. Internal requirements include 9-months proven success in a position involving customer interaction.

Preferred: 2 years of college coursework plus 2-year non-consumer based industrial sales, commercial sales, or service industry environment that includes: successfully converting customer cancellation requests in order to maintain revenue levels, and/or complex negotiations resulting in signed customer contracts.

B. Certificates, Licenses, Registrations or Other Requirements

None required.

C. Other Knowledge, Skills or Abilities Required

General Competencies Include:

Build Relationships

Communicate With Impact

Demonstrate Professionalism

Make Sound Decisions

Think Strategically

Proficient with Computer and Software Applications

Produce Results

Know the Business

Influence and Negotiate

Manage Work/Time

Use Ethical Practices

Post Date:

02/11/2012

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