Valued Account Specialist - Retention Sales at WEX, inc. in South Jordan, Utah

Job Description:

General Purpose:

Responsible for retaining NA Fleet customers at-risk of terminating. Demonstrates knowledge of the organization's various products, payment processes and maintenance contracts. Educates customers on business practices and associated contractual implications. Ensures customer awareness and understanding of applicable product elements.Strong de-escalation skills and negotiation skills with customers. Must meet sales objectives such as quota and productivity requirements. Maintains cross-departmental relationships and transfers leads as appropriate for cross-selling.

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 retention rates.


• Participates in Retention campaigns; providing customer education and problem resolution in an attempt to increase customer activation and improved account retention for WEX and partner branded programs.


• Conducts daily outbound calls to customers - approximately 40 - 60 per day.


• Establishes quick rapport with identified "at-risk" 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.


• 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. Self-starter.


• 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 internal processes or situations


• Ability to work cross functional with Fleet customers, internal and external sales representatives, credit, partners and Leadership


• Must successfully pass a background investigation

Preferred Qualifications

• College degree


• Previous customer facing phone work


• OFFIS , Siebel and SFDC proficiency


• Coaching experience or ambition preferred