Inside Account Manager, Team Lead

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Answer and manage incoming calls from customers.

• Act as the primary point of contact for customers throughout their journey.

• Address customer concerns and advocate on their behalf by collaborating with relevant WM departments.

• Work alongside Inside Account Managers to achieve sales targets and improve customer service.

• Support IAMs with calls that have been escalated.

• Provide individualized coaching and facilitate training on WM systems and processes, such as MAS and SFDC.

• Manage commercial and industrial customer sales inquiries and transactions across one or more markets.

• Create customer accounts by negotiating and documenting service types, pricing, billing, and necessary information.

• Discover opportunities to cross-sell additional products and services.

• Comply with Inside Sales Center service and operational standards, including quality, productivity, Service Machine, safety, and timeliness goals.

• Execute outbound calling campaigns and follow up on customer feedback and service satisfaction.

• Collaborate with sales and operations departments regarding sales leads, setups, missed pickups, and customer concerns.

• Serve as a liaison between the IAM team and supervisory staff.

• Assist supervisors with escalated calls that require deviations from standard screens, scripts, or procedures.

• Oversee calls and provide coaching and feedback to ensure adherence to policies and tools.

• Maintain regular reports and generate additional reports as requested by management.

⛳️ Requirements

• Must reside and work in the U.S.

• Must be located in Colorado, Utah, New Mexico, or Arizona based on business needs.

• High School Diploma or G.E.D. is required.

• At least two years of prior experience in an Inside Sales role is necessary.

• Previous experience as a WM Customer Service Lead or Inside Sales Representative is highly preferred.

• Capability to independently handle mid- to high-complexity sales inquiries and transactions.

• Familiarity with WM systems and processes, including MAS and SFDC.

• Proficient in using standard office equipment such as computers, phones, and copy machines.

• Ability to perform repetitive motions and maintain coordination of eye/hand/foot.

• Must be able to sit, talk, and hear.

• Must possess or be prepared to obtain a REAL ID or TSA-approved alternative if necessary for business travel or access to federal properties.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-term disability.

• Stock purchase plan.

• Company matching on a 401(k).

• Paid vacation.

• Paid holidays.

• Paid personal days.

• REAL ID or TSA-approved alternative may be obtained if required for business travel or federal property access.