Supervisor, Inside Retention - Gulf Coast

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

Quick Snapshot

For this role, we are looking for proven inside sales supervisory experience. The right candidate will have previous experience supervising a team of inside sales representatives who are accustomed to selling to and retaining small and medium sized business customers. 

 

This will be a hybrid role, working in the office and from home (remote). The candidate can expect approximately 50% in-office / 50% remote. The office location for this position is in Tupelo, MS, and all candidates should be able to commute to this location.

 

I. Job Summary

Supervises the Inside Account Management/Sales team.  The sales team consists of multiple Account Associates and Sales Coordinators. The Account Associates manage inbound requests from customers as well as proactively reach out to existing customers to maintain relations, along with procuring new business.  Manages the Market Area's account management program and assigns responsibilities to the appropriate Account Associates. Supervises and supports the Inside Retention team on an as-needed basis. 

 

II. Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Other duties as assigned. 

• Work with Market Areas to establish and or refine sales and retention processes.  These processes would include: Call Flow, MAS Cancellation Ticket Process, Communication protocol between sales team and Market Areas.  Tracking and reporting procedures, etc.
• Establish and or refine Coaching and Training Protocol.  This would include: Daily, weekly, and monthly training regiments for individual reps as well as the team.  Coaching should consist of desk side activity as well as remote listening and performance measurement.
• Assist in the implementation and ongoing development of the Account Management team.
• Generates revenue by retaining existing customers and executing the Area's Sales & Marketing Plan to achieve revenue goals by sales channel ensuring internal revenue growth through additional services and maintaining profitability on retained accounts.
• Maintains and reinforces the corporate sales strategy and design with the Retention Team.
• Handle any escalated customer calls.  These calls may include when a customer requests to speak with a Supervisor or with any other customer call.
• Establishes and maintains a high level of customer satisfaction on all transactions with existing customers.  Communicates to and works with the Inside Sales Manager to help resolve unique customer issues/concerns.
• Supervises activities of the Account Associate and Sales Coordinator departments. Ensures team members meet or exceed goals for cancellations, new sales, proactive retention, pricing, service upgrades, referral generation and productivity, along with other possible metrics as defined by the position of an Account Associate and a Sales Coordinator.
• Forecasts and recruits qualified candidates for available and/or upgraded inside sales positions.
• Maintains an ongoing training, coaching and mentoring program to upgrade the skills of assigned sales personnel and develop their opportunities for promotion, if available.
• Establishes and maintains an ongoing proactive account retention program, which includes meeting customer retention goals.
• Works with the Inside Sales Manager to communicate and effectively manage the Area's price increase strategies including meeting price increase goals.
• Effectively maintains and ensures the use of WM sales tools (i.e. SalesForce, MAS, Pricing Tools, etc.). Ensures that the entire Sales Team is well trained in the use of these tools.
• Analyze net new business trends and recommends corrective actions.
• Provides industry knowledge and interpretation of regulations to staff and customers.
• Participates in and takes ownership of municipal account retention when and if required.
• Regularly meets with customer executives to ensure client needs are met and expectations exceeded.

 

III. Supervisory Responsibilities

The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of up to 15 full-time employees, typically Inside Account Associates & Sales Coordinators.

 

IV. Qualifications

The requirements listed below are representative of the qualifications necessa