Position Purpose:
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 Shred It. This position supports cancellation/downgrade requests for individual accounts, "group" accounts or multi location customers that are part of our Shred It 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.
Key Job Activities:* 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.
Experience (North America & LATAM):
* Education equivalent to Bachelor's Degree in sales or marketing preferred, demonstrating good knowledge of business processes and order entry systems. Or Bachelor's degree in other related field, with previous sales and/or marketing experience.
* Two or more years of telesales experience, or the equivalent in related work experience, demonstrating the ability to manage and develop existing and prospective accounts .
* Must have experience with customer relations and support as well as exhibit leadership abilities.
Certifications and/or Licenses:
Benefits:
Stericycle currently offers its employees the option to participate in a full range of benefits, including a health care program which includes medical, dental, vision and prescription coverage, healthcare and dependent care flexible spending accounts, life and accidental death and dismemberment insurance, an employee assistance program, tuition reimbursement, paid vacation and sick time, a 401(k) plan, and an employee stock purchase plan. Participation in some programs requires that employees be regularly scheduled to work a minimum number of hours and/or to have fulfilled a waiting period after they begin employment with Stericycle.
Disclaimer:The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job or person. This document does not create an employment contract, implied or otherwise. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources policies and local laws.To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.