Associate Account Manager – Team Lead

Role Overview

• Utilizes a hands-on, professional, and customer-service oriented approach to ensure consistent and effective delivery and/or resolution of customer retention activities.
• Maintains existing book of business and exceeding AAM daily duties and expectations.
• Supports onboarding newly hired Associate Account Managers and may offer guidance on challenging customers/processes for other team members.
• Handles urgent customer related concerns within the team and provides back-up support throughout their area team.
• Prepares agendas and/or actively participates in weekly planning meetings, team huddles, reinforcement trainings, weekly meetings with their Supervisor and skip level meetings with Area Retention Manager.
• Supports Supervisor with escalation requests, case management, and other business management requirements for open books of business/new hires.
• Performs contractual re-signs on existing customers to extend customer relationship and increase customer profitability where appropriate.
• Responds to all cancellation requests in alignment with the established escalation policy.
• Proactively communicates with or responds to customers in support of company pricing initiatives.
• Utilizes Salesforce on a daily basis, schedules and documents all activities such as calls, meetings and proposals.
• Responsible for capturing customer emails, minimizing rate restrictions and customer credits.
• Increases customer penetration by selling full suite of Republic Services products.
• Regularly meets with Supervisor to review weekly customer retention and relationship activities, progress versus goals and status of key customer relationships.

Requirements

• High school diploma or G.E.D. (Required)
• Minimum of 1 year of customer service experience. (Required)
• Bilingual in English & Spanish (Preferred)
• Reside in TX (Preferred)
• Proactive & retention sales experience (Preferred)
• Customer service experience in a high call volume setting (Preferred)
• Team Lead/Supervisor experience in a high call volume setting (Preferred)

Benefits

• Comprehensive medical benefits coverage, dental plans 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)