Client Services Operations Administrator

The Terminix International Company Limited Partnership; Harrisburg (Dauphin County); On-site; USD 55,000 - 75,000; Full time

Job summary

The Terminix International Company Limited Partnership is seeking a National Accounts, Client Services Operations Administrator to manage inbound/outbound inquiries for assigned accounts and help implement policies for the flow of client information. You will establish and maintain performance standards and provide coaching to Client Service Administrators.

Collaborating with field teams, subcontractors and internal departments, you will address complex service issues, ensure client

Qualifications

• A high school diploma or equivalent is required for the role.
• A college degree is preferred but equivalent work experience is acceptable.
• 3-5 years of client management experience is expected for this position.

Responsibilities

• Manage inbound/outbound inquiries and policies for clients.
• Establish and maintain performance and service standards.
• Coach and mentor Client Service Administrators.
• Communicate with field teams and subcontractors about accounts.
• Escalate issues to appropriate company levels as needed.
• Resolve client pain points and proactively address failures.
• Maintain a sense of urgency in dealing with client/partner concerns.
• Work 40+ hours weekly, may include weekends.
• Develop expertise in assigned verticals and collaborate cross-functionally.
• Support process improvements and drive customer satisfaction.

Skills

Client management

Communication skills

Organizational skills

Project management

Multitasking

Detail oriented

Learn new software

Sense of urgency

Strategic thinking

Conflict resolution

Sales experience

Billing experience

Education

High school diploma or equivalent

College degree preferred

Job description

Benefits Start Day 1 for Full-Time Colleagues - No Waiting Period! For more information about our benefits, see below! We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."\

What do our National Accounts, Client Services Operations Administrators do?

Manages all activities associated with inbound/outbound customer inquiries, including developing and implementing policies and procedures on the flow of information for clients assigned. Establishes and implements performance/service standards. Ensures productivity meets or exceeds service and quality standards. Establishes and maintains industry relations. Provides coaching and mentoring to Client Service Administrators.

• Communication regarding assigned accounts to field and our subcontractors
• Owns the communication of requested process improvements from assigned customers
• Escalates customers' issues to an appropriate level within the company as needed
• Resolves customers' pain points of clients
• Proactively looks for failure/potential failure, correcting them before the customers notice
• Work schedule may be 40+ hours per week and may include working on weekends as needed
• Builds expertise in assigned verticals
• Collaborates with internal departments, service branches, and technical and operations managers to facilitate the resolution of complex administrative and service issues to ensure customer satisfaction

What do you need?

• High school diploma or equivalent required
• College degree preferred but equivalent work experience is acceptable
• 3-5 years client management experience
• Experience working in sales and billing is helpful
• Must have and express a sense of urgency when dealing with client and partner concerns
• Strategic and innovative thinking skills
• Experience in project management, project or peer leadership, customer service, and conflict resolution
• Strong written and verbal communication skills
• Organizational and project management skills
• Ability to multitask
• Detail-oriented
• Ability to learn new business unit software programs as needed

Why Choose Us?

A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives. Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria. Click here to read more about our Total Rewards Program which includes:

• Professional and Personal Growth
• Multiple avenues to grow your career
• Training and development programs available
• Tuition Reimbursement benefits (for FT Colleagues)
• Health and Wellness
• Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
• Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
• Savings and Retirement 401(k) retirement plan with company-matching contributions
• Work-Life Balance
• Vacation days & sick days
• Company-paid holidays & floating holidays
• A company mindset that prioritizes health, safety, and flexibility

We are looking for individuals who want to make a difference where our customers live and work.

Is that you?

This company is a Drug Free workplace. Rentokil is committed to complying with all Federal, State, and local laws related to the employment of qualified individuals with disabilities.

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It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Rentokil is a family of companies in North America. We pride ourselves on being a trusted partner to many of the world's leading brands across industries as diverse as manufacturing, distribution, retail, food service, and hospitality. We are extremely proud of our legacy of excellence and constantly work to enhance the value and impact of our services.