Client Services Operations Administrator

The Terminix International Company Limited Partnership; Pennsylvania; Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits

401(k) retirement plan with company-m\

Paid holidays & floating holidays

Tuition reimbursement

Job summary

Rentokil is hiring a National Accounts, Client Services Operations Administrator to manage inbound/outbound inquiries, set standards, and drive service quality. You’ll coach administrators, coordinate with field teams and subcontractors, and resolve complex issues to ensure customer satisfaction.

The role requires 3-5 years of client management, strong written and verbal communication, and the ability to multitask in a fast-paced environment.

Qualifications

• 3-5 years client management experience.
• College degree preferred but equivalent work experience acceptable.
• Experience in sales and billing is helpful.
• Must 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.

Responsibilities

• Manages all activities associated with inbound/outbound customer inquiries, including 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.
• 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.

Skills

Client management

Written communication

Verbal communication

Organizational skills

Multitasking

Project management

Strategic thinking

Conflict resolution

Detail-oriented

Education

High school diploma or equivalent

College degree preferred

Job description

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.

Requirements

• 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

Benefits

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."

All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.

• 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

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.

Who we are looking for

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.

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.