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Handle inbound and outbound retention-focused calls for small/medium business accounts to prevent cancellations, negotiate updated service agreements, upsell when appropriate, document interactions in CRM, and meet team retention and acquisition goals.

Handle inbound and outbound B2B calls to retain customers, prevent cancellations, secure updated contracts, and upsell when appropriate. Use negotiation and retention strategies, WM sales tools (Salesforce/CRM), and team-based processes to meet retention and acquisition goals while documenting interactions and analyzing reports.

Provides clerical and administrative support for collections operations: troubleshoot safety, service, and operational issues; maintain and distribute department information; manage KRONOS timekeeping and schedules; use Microsoft Office and other tools for procurement, payments, and project support; communicate with managers, employees, and customers.

Answer inbound customer calls, resolve routine issues, process low-complexity transactions, update customer records, provide billing and service information, escalate complex cases, and meet call center quality and productivity standards.

Responsible for prospecting, closing, and retaining B2B customers to meet sales and profitability goals. Manage pipelines, negotiate contracts, resolve escalations, propose compliant solutions, and grow billable value within assigned territory.

Provide advanced clerical and administrative support to managers, coordinate daily operations, troubleshoot safety/service issues, manage customer tickets and reports, use software tools for procurement/timekeeping/safety, assist with payments, incentive reporting, project implementation, and communicate with customers and staff.

Provide tactical HR support to a ~500-agent remote contact center, handling employee relations, investigations, coaching, performance management, training, HR documentation, recruitment partnership, and HR projects while ensuring compliance with policies and employment laws.

Sell and retain business by prospecting, closing new B2B customers, growing billable value, resolving escalations, conducting frequent customer site visits, negotiating contracts, and collaborating with internal teams to optimize services and profitability.

Five-month leadership development program preparing trainees for front-line Operations Manager roles. Hands-on field training in team leadership, operational efficiency, safety (DOT/OSHA), fleet and routing processes, coaching, and customer service. Trainees transition to manage daily route operations, mentor employees, and drive safety, performance, and service excellence.

Lead development and execution of external communications and media relations strategies to elevate WMs brand and executive visibility. Drive multi-channel storytelling, manage agency relationships, guide visual content creation, secure local and national press, and align messaging across stakeholders to protect and promote company reputation.