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)