Associate Account Manager – Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the current portfolio of clients while meeting daily, weekly, and monthly expectations for Associate Account Managers.

• Ensure the efficient execution and resolution of customer retention initiatives.

• Onboard, mentor, and offer guidance to newly recruited Associate Account Managers.

• Address urgent customer-related issues within the team and provide additional support across the regional team.

• Prepare agendas and engage in planning meetings, team discussions, reinforcement training sessions, supervisor meetings, and skip-level meetings.

• Assist the Supervisor with escalation requests, case management, and business management duties.

• Provide shadowing opportunities for potential internal candidates.

• Participate in focus groups to gather feedback from Associate Account Managers.

• Conduct contractual re-signs with current customers when appropriate.

• Address cancellation requests in line with the established escalation policy.

• Communicate with customers regarding the company's pricing strategies.

• Utilize Salesforce on a daily basis to schedule and document calls, meetings, and proposals.

• Capture customer emails while reducing rate restrictions and customer credits.

• Enhance customer engagement by promoting the complete range of Republic Services products.

• Review customer retention efforts, progress towards goals, and key customer relationships with the Supervisor.

• Carry out other job-related tasks as assigned.

⛳️ Requirements

• High school diploma or G.E.D. (Required)

• At least 1 year of customer service experience (Required)

• Experience in the waste or transportation industry (Preferred)

• Proven customer retention experience with the ability to manage an existing portfolio of clients.

• Proficiency in using Salesforce daily for scheduling and documentation of activities.

• Capability to perform contractual re-signs for customers and handle cancellation requests.

• Ability to sell the complete range of Republic Services products.

🏝️ Benefits

• Comprehensive medical benefits coverage.

• Dental plans.

• Vision coverage.

• Health care and dependent care spending accounts.

• Short- and long-term disability.

• Life insurance and accidental death & dismemberment insurance.

• Employee and Family Assistance Program (EAP).

• Employee discount programs.

• Retirement plan with a generous company match.

• Employee Stock Purchase Plan (ESPP).

• Paid Time Off (PTO).

• Opportunities for personal and professional growth within your role.

• Investment in tools and technology to ensure safe and effective job performance.