Job Description

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) 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.

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.