Franchise Account Representative

Job Summary

This role is responsible for managing a large portfolio of franchise accounts within the City of Los Angeles area, with a strong focus on public sector compliance and waste diversion efforts. Using a consultative, client management approach, the position partners closely with customers to ensure proper service setup, right-sizing, and adherence to franchise requirements.

The role requires building strong relationships, providing guidance on recycling and diversion programs (including RecycLA), and ensuring customers are operating in compliance with city contracts. Key responsibilities include conducting site assessments and waste audits, recommending service adjustments, managing account data, resolving escalations, and ensuring timely follow-up on customer needs.

This position serves as a liaison between customers and internal teams, handling account setup and contract changes directly while advocating for customer needs. 

II. Essential Duties and Responsibilities
 

• Uses a consultative approach, conducts regular site surveys and may work with Waste Assessors to determine trash, organics, manure and recycling service levels while providing franchise-compliant recommendations on waste diversion strategy, waste management and recycling services, size and location of bins, and collection frequency.
• Actively manages customer relationships and expectations by introducing and explaining services and the fee rate structure of the franchise contract to customers while regularly assisting them with their waste diversion goal-setting and decision-making processes, adding and arranging new services as needed, conducting on-site customer training programs, and resolving issues and objections during site visits.
• Intercedes on behalf of customers with other WM departments, such as but not limited to Billing, Customer Service, Operations and Dispatch to ensure excellent customer service.
• Possesses extensive knowledge and understanding of contract obligations, included but not limited to pricing, diversion, reporting and operations as well as the rate structure of the franchise contract to assist customers with the decision-making process and ensure WM has captured all potential fees per the contract agreement.
• Educates customers and their employees on the importance of recycling, food rescue and resource recovery as well as all City, State, and Federal mandates, and works with customers to implement services, increase recycling and reduce contamination.
• Identifies potential organizations and partners involved with food rescue and resource recovery.
• Cultivates and improves community partnerships by attending and participating in public events, organizational meetings and other programs on behalf of the company.
• Maintains assigned customer base of major accounts specified by WM based on complexity, size of portfolio, revenue, etc. by building a rapport and continuous communication with customer(s) to ensure understanding and addressing customer(s) necessities as needed.
• Other duties as assigned.

III. Qualifications 

A. Required Qualifications  

• Bachelor's Degree (accredited) or in lieu of degree
• High School Diploma GED (accredited) and 1 year of sales experience
• 1-year relevant work experience in sales or account management resulting in successfully obtaining customer appointments
• Current active state issued driver’s license

B. Preferred Qualifications 

Success in this role requires strong time management, attention to detail, and experience in public sector or municipal contracts, along with the ability to build rapport, navigate compliance requirements, and support customers in meeting diversion goals.

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.

Office & Field: This job primarily operates in the field 90% of the time, and 10% 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 hybrid position is $70,304 - $82,340. 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 including Medical, Dental, Vision, Life Insurance and Short-Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our 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.