I. Job Summary
The IAM Lead Representative position receives and processes calls from
customers, serves as the end-to-end point of contact for customers, and resolves
customer issues. Collaborates with a team of Inside Account Managers (IAM) to
meet overall sales objectives and enhance the customer service experience. Act
as a lead to other IAM's by assisting with the handling of escalated calls,
provide one on one coaching, and facilitate training on the various WM Systems
and Processes including MAS, SFDC.
This position is a work from home role however the employee must reside in the
CO, UT, NM or AZ based on business need
II. Essential Duties and Responsibilities
Handles single or multiple-market sales inquiries and transactions of a mid
to high level of complexity from commercial or industrial customers
independently and proficiently: • Establishes customer accounts by
negotiating and documenting service type, pricing, billing, and other
required information. • Identifies opportunities to cross sell additional
products and services. • Serves as the customer’s advocate by solving
problems on the customer’s behalf and by engaging the right department
representatives within WM.
Adheres to service and operational standards established for the Inside Sales
Center, including quality, productivity, Service Machine, safety and
timeliness goals
Performs outbound calling campaigns: • Initiates calls to customers to ensure
that issues are resolved, to ensure customer satisfaction, to survey service
satisfaction and follow-up on customer feedback. • Communicates and
coordinates with sales and operations departments to ensure follow-up on
sales leads, set-ups, missed pick-ups, and other customer-related issues as
needed.
Strives to meet or exceed service and operational goals established for the
Inside Sales Group, including productivity, quality, and timeliness goals.
Act as a liaison between IAM team and supervisory staff. Primary contact in
assisting team of quality service providers.
Assists supervisory staff with handling escalated calls that may require
deviation from standard screens, scripts, and procedures and other situations
that may require adaptation of response or extensive research according to
customer response.
Monitors calls and provides coaching and feedback as necessary to ensure IAM
Representatives are using designated tools and are in adherence with company
policies regarding pricing, fees etc.…
As required by management, maintains routine related reports and creates
reports as requested.
III. Qualifications - Must live and work in the U.S.
A. Required Qualifications
High School Diploma or G.E.D.
A minimum of two years previous experience in an Inside Sales capacity
B. Preferred Qualifications
Previous experience as a WM Customer Service Lead or Inside Sales
Representative strongly preferred.
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.
Repetitive Motions
Eye/Hand/Foot Coordination
Sitting
Talking
Hearing
Office: This job primarily operates in a professional office 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 position across the U.S. is $23.79 -
$33.00/hour. 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.
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.
If this sounds like the opportunity that you have been looking for, please click
Apply.
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.
What is the value of a WM job? At WM we know that the value of a WM job is more
than a paycheck. It’s a way to create opportunities for you and your family.
This is why we are constantly working to make WM a great place to work and grow
a career. We Are WM is what defines the perks of being in the WM family – from
benefits, to resources and engagement activities.
We are People First. We are Committed to Your Growth. We Are Investing in You.
We are a Family. We are Stable. We are Always Working for a Sustainable
Tomorrow.