Retention Sales Specialist Jobs in Ottawa, Ontario, Canada
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Ottawa, Ontario, Canada
Retention Sales Specialist - ON, Canada
Top Benefits
About the role
Stericycle is now part of WM. To learn more about WM's acquisition of
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 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.
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ABOUT WM
WM (WM.com [https://www.wm.com]) is North America's leading provider of
comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com [https://sustainability.wm.com/].
Equal Employment Opportunity
For United States: WM is an equal opportunity employer. All qualified
applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
For Canada: WM is committed to the principle of equal employment for all
applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.
Real ID
In order to travel by air or access federal property, federal law requires
individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.
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About WM
WM is North America's leading provider of integrated environmental solutions. We partner with our customers and communities to manage and reduce waste from collection to disposal while recovering valuable resources and creating clean, renewable energy. We are on a quest for environmental performance, a mission to maximize resource value, while minimizing – and even eliminating – environmental impact so that both our economy and our environment can thrive.
WM tailors its services to meet the needs of each customer group and to ensure consistent, superior service at the local level. Headquartered in Houston, the company serves nearly 20 million municipal, commercial, industrial, and residential customers through a network of 367 collection operations, 355 transfer stations, 273 active landfill disposal sites, 16 waste-to-energy plants, 104 recycling plants, and 111 beneficial-use landfill gas projects.