Location: Bannockburn, Chicago
Position Purpose:
Under manager supervision, this position is responsible for retaining customers at risk, potential lost business, or customers requesting cancellation with Shred It. Responsibilities include supporting cancellation/downgrade requests for individual, group, or multi-location accounts. The role involves understanding customer needs, negotiating solutions such as right sizing or re-pricing, and resolving service quality issues. Team members will handle customer complaints with active listening, empathy, and professionalism, establishing and maintaining effective relationships.
Key Job Activities:
1. Re-negotiate contracts to retain customer business, maintaining profitability and leveraging higher-level service programs.
2. Use Value-Based Sales skills to identify service issues, explain contract obligations, offer alternatives, and up-sell or retain revenue.
3. Manage assigned cases within service level expectations, aiming for 100% revenue attainment.
4. Collaborate with cross-functional teams (transportation, billing, collections, sales, customer experience) to provide satisfactory solutions and retain business.
5. Proactively contact at-risk customers using approved sales tactics to prevent cancellations.
6. Exercise discretion for credits and approvals following departmental policies, utilizing provided tools.
7. Utilize CRM technology for lead follow-up, sales cycle management, forecasting, and tracking opportunities, maintaining accurate notes.
8. Perform additional duties as assigned.
Education:
* Preferred: Bachelor's degree or equivalent, preferably in sales, marketing, or related fields, demonstrating knowledge of business processes and order systems.
* Two or more years of telesales or related experience managing accounts, with customer relations and leadership skills.
Benefits:
Stericycle offers a comprehensive benefits package, including health care (medical, dental, vision, prescriptions), flexible spending accounts, life insurance, employee assistance programs, tuition reimbursement, paid time off, 401(k), and employee stock purchase plans. Some programs require minimum work hours or waiting periods.
Disclaimer:
This job description provides a summary of the role and is not exhaustive. It does not constitute a contract. Stericycle may modify the content at any time, with or without notice, and accommodates requests for workplace modifications in accordance with policies and laws.
#J-18808-Ljbffr