Retention Sales Specialist - ON, Canada

Why WM Canada? People are the driving force behind everything we do. From drivers and technicians to analysts, managers and corporate professionals, every employee plays a role in delivering essential services that support communities across Canada. Whether you're starting your career, growing your expertise or taking the next step into leadership, you'll find opportunities to build a long-term future at WM Canada. We invest in our people through training, development and opportunities to grow because we believe great careers are built, not found. In fact, many of our leaders began their careers in frontline and technical roles, reflecting our commitment to developing talent from within. Build a career that matters. At WM Canada, the work you do extends far beyond the office. Every day, our teams support the essential services that help communities thrive. Whether you're developing business strategies, supporting employees, serving customers, managing technology, driving growth or strengthening our brand, your contributions help power one of North America's leading environmental services companies. Why join WM Canada? Make an impact Help shape solutions that support communities, customers and critical infrastructure across Canada. Career growth that doesn't stand still Build new skills, explore new opportunities and grow within a company that values internal development and advancement. A culture built around people Join a collaborative team that invests in leadership, development and helping employees succeed at every stage of their careers. National scale. Local impact. Be part of a Canadian team backed by the resources, stability and opportunities of a North American industry leader. Rewards that grow with you Competitive compensation, retirement savings support, employee share ownership opportunities and programs designed to support your wellbeing. Why people stay Opportunities for career advancement Meaningful, purpose-driven work Strong leadership and development programs Industry stability and long-term growth A culture rooted in safety, integrity and accountability Build your tomorrow at WM Canada. 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 RRSP, 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. ABOUT WM WM (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. 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.

Responsible for retaining at-risk customers by negotiating contracts, right-sizing services, and resolving quality issues. Collaborates with cross-functional teams to provide satisfactory solutions and manage the sales cycle via CRM tools.

Requires at least 2 years of telesales experience and bilingual proficiency in English and French. A bachelor's degree in sales or marketing is preferred.

• Medical Insurance • Dental Insurance • Vision Insurance • Life Insurance • Short-term Disability • Stock Purchase Plan • 401(k) Company Matching • Paid Vacation • Paid Holidays • Personal Days

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Telesales
• Customer Retention
• Contract Negotiation
• Value Based Selling
• CRM Management
• Active Listening
• Conflict Resolution
• Bilingual English and French
• Pipeline Management
• Account Management
• Upselling
• Professionalism
• Office Equipment
• Natural Gas
• Lead Follow-Up
• Empathy
• Renewable Natural Gas
• Bilingual (French/English)
• Liquidated Damages
• Multilingualism
• Billing
• Biomedical Waste
• Customer Relationship Management
• Management
• Customer Service
• Sales
• Forecasting
• Leadership
• Marketing
• Innovation
• Waste Management
• Legislation
• Press Releases
• Telemarketing
• Purchasing
• Service Level
• Collections
• Customer Complaint Resolution

• Sales
• Customer Service & Support
• Environmental & Sustainability
• Healthcare
• Logistics
• Retention Specialist
• Sales Representative (General)
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel

Formation minimale

Baccalauréat

Expérience minimale

2+ ans

Langue de l’offre

anglais

Heures de travail

40 heures par semaine