Inside Sales Manager-Retention

Job Summary:

The Inside Sales Manager – Retention is responsible for driving Midco’s revenue growth by leading and supporting the retention sales teams. This role focuses on helping sales team members achieve their goals, developing and implementing strategies to keep existing customers, and encouraging both additional and new sales across all product lines. The manager ensures the team is effective, motivated, and aligned with company objectives to maximize customer retention and overall sales performance.

Responsibilities:

• Lead, develop, and manage a retention-based sales team capable of carrying out the essential elements of Midco’s strategy, standards, policies, and procedures.
• Execute successful strategies for residential customer retention that also leverage both incremental and new sales opportunities.
• Set goals and monitor team member performance on a daily, weekly, and monthly basis and provide guidance to ensure maximum effectiveness and continued growth.
• Produce accurate and timely reports and provide analysis as needed.
• Provide timely performance feedback and coaching according to company policy in monthly one-on-one meetings, quarterly and/or annual reviews, and when necessary, address disciplinary and/or performance problems.
• Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications:

• High School Diploma/GED.
• Minimum of three years sales or customer retention experience.

Preferred Qualifications:

• Bachelor’s degree in relevant field and/or an equivalent level of education or work experience.
• Minimum of one-year supervisory experience.

Work Environment:

• Inbound Call Center Environment, wearing a headset. 
• Extremely time sensitive to meet customer demand. 
• Employees may be required to work more than 40 hours per week.  

Physical Demands:

• Heavy keyboard/mouse usage required with repetitive movements.  
• Must remain at your workstation for long periods of time.  

Mental Demands:

• Ability to understand, follow, and execute both routine and non-routine verbal and written instructions. 
• Proficiency in understanding problems and collaborating with others to find alternative solutions. 
• Clearly articulate instructions and expectations. 
• Skilled in focusing on the issue at hand without reacting emotionally. 
• Ability to de-escalate conflicts effectively. 
• Maintain availability and composure during periods of continuous, high interaction volume. 
• Adapt quickly to changing situations and customer needs and effectively manage the stress of ongoing incoming interactions.