Retention Specialist 2
WEX Inc. is a leading and growing global provider of payment processing, information management and fleet card payment solutions. We are passionate about providing payment solutions with unparalleled security and control for corporate purchasing and transaction monitoring needs. We hire people who share the same passion for continuous innovation and client service that is unparalleled in our industry. We are employee centric offering value-based incentives and generous compensation and benefits packages. If you are looking for a growing career – come be part of WEX today!
Responsible for activating, renewing, up-selling, and closing of maintenance/service/license contracts for identified accounts. Increases renewal sales for assigned region or account(s). Demonstrates knowledge of the organization's various products and maintenance contracts. Educates customers on business practices and associated contractual implications. Ensures customer awareness and understanding of applicable product elements. Must meet sales objectives such as quota and productivity requirements. Maintain account team relationships and transfers leads as appropriate.
Essential Duties and Responsibilities:
This position is required to utilize sales skills, be able to overcome objections, and have full-scale knowledge of the products and features. The effectiveness of this position has a critical impact on customer satisfaction and activation and retention rates.
Participates in Retention and Activation programs; providing customer education and problem resolution in an attempt to increase customer activation and improved account retention for WEX on behalf of specified private label partnerships.
Conducts daily outbound calls to customers – approximately 40 – 60 per day. Establishes quick rapport with identified "at-risk" and "low-volume/high potential" customers to protect and expand wallet share. Communication via phone, email and other approved channels. Overcomes objections, re-sells the customer value proposition and recognizes opportunities to upsell ancillary products and loyalty options such as WEXSmart, Fleet Smart Hub, Plenti and Esso Extra.
Maintains comprehensive knowledge of the various systems and partner specific program. Keeps abreast of issues or changes that could impact Partner expectations or jeopardize SLAs as they relate to this position. Utilizes tools and systems to the best advantage.
Minimum Required Qualifications for Consideration
High School Diploma
1-2 years of related sales experience
Communication skills – able to build rapport over the phone with external customers and in person with internal customers and peers
Excellent Product and Process knowledge
Sound sales skills; can identify customer needs and makes appropriate recommendations to confirm the sale
Time management and work prioritization skills
Ability to utilize sales tools as appropriate (fuel save, fuel locator, online, etc)
Handles complex or unusual situations with ease
Identifies opportunities to sell/retain a customer
Identifies and takes action to improve process or situation
Ability to work cross functional with Fleet customers, internal and external sales representatives, credit, partners and Leadership
Must successfully pass a background investigation
Previous customer facing phone work
OFFIS , Siebel and SFDC proficiency
Coaching experience or ambition preferred
At WEX, we reward innovation, hard work and excellence. Benefits include:
- Health Insurance
- Dental Insurance
- On Site Fitness Facility in South Portland location
- 401(k) Plan
- Life Insurance/AD&D
- Dependent Life Insurance
- Short- and Long-Term Disability Programs
- Extended Parental Leave
- Flexible Spending Accounts (Medical and Dependent)
- Employee Referral Award Program
- Employee Assistance Program
- Tuition Reimbursement
- Pet Insurance
- Bonus Plan
Equal Opportunity Employer/Vets/Disability
Meet Some of WEX's Employees
As a senior recruiter supporting the IT and Sales Departments, Julia spends her days sourcing candidates, reaching out to great potentials, and coordinating with her fellow recruiters to attend off-site events.
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