NATIONAL ACCOUNT CLIENT SERVICES COACH

The Terminix International Company Limited Partnership; Pennsylvania; Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Paid holidays

Vacation & sick days

Tuition reimbursement

Work-life balance

Job summary

Rentokil is seeking a Training & Client Service Development Specialist to enhance coaching, training program delivery, and leadership within our client service teams. You will design individualized training plans, coach associates, and participate in recruiting and new-hire activities to strengthen performance across the department.

The role emphasizes collaboration with management, ongoing development, and delivering effective training programs to improve service excellence and customer

Qualifications

• Must be in a client service position for a minimum of six (6) months
• Have excellent written and verbal communication
• Strong familiarity with National Accounts
• Previous leadership experience a plus
• Ability to multi-task in a fast-paced environment

Responsibilities

• Responsible for the creation and execution of unique and individualized training plans for underperforming client service colleagues
• Performs side-by-side listening of associate calls, reviewing emails/portals and cases, and overall performance
• Provides real-time associate coaching and development
• Participates in recruiting activities and assists with candidate interviews
• Co-facilitates new hire and recurrent training
• Facilitates recognition programs & organizes center activities
• Cultivates and maintains functional relationships
• Assists in ensuring maximum sensitivity, proper routing, and responsiveness to customer requirements

Skills

Coaching

Leadership

Communication

Time management

Organizational skills

Education

High School Diploma

Tools

Google

Salesforce

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.\"

Assists Client Service management; Provides client service associates with additional assistance, side-by-side coaching, ongoing training & development, and co-facilitates new hire training. Cultivates and maintains on-going functional partnerships and client relationships.

Key Performance Indicators

• Completion rate of weekly assigned calls/emails/cases to review


• Completion rate of weekly coaching 1:1s with assigned colleagues


• Maintain acceptable availability % to help support team chats


• Availability to respond to incoming contacts when requested due to high SLA demand

Principal Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required.

Responsibilities and essential job functions include but are not limited to the following:

• Responsible for the creation and execution of unique and individualized training plans for underperforming client service colleagues


• Performs side-by-side listening of associate calls, reviewing emails/portals and cases, and overall performance


• Provides real-time associate coaching and development


• Participates in recruiting activities and assists with candidate interviews


• Co-facilitates new hire and recurrent training


• Facilitates recognition programs & organizes center activities


• Cultivates and maintains functional relationships


• Assists in ensuring maximum sensitivity, proper routing, and responsiveness to customer requirements

CANDIDATE SUMMARY & REQUIRED EXPERIENCE

Required Experience

• Must be in a client service position for a minimum of six (6) months


• Have excellent written and verbal communication


• Strong familiarity with National Accounts


• Previous leadership experience a plus


• Ability to multi-task in a fast-paced environment


• Basic knowledge of Google, Salesforce, and NA systems


• Exceptional organizational skills


• Self-motivator and self-starter

REQUIRED LEADERSHIP TRAITS AND CHARACTERISTICS

• Proven job knowledge by meeting performance expectations


• Ability to coach and mentor


• A results-oriented approach


• Excellent organizational and leadership skills


• Demonstrate leadership at all levels


• Maintains positive, professional behavior


• Ability to work under pressure


• Strong verbal and written communication skills


• Effective presentation skills


• Ability to manage time


• Demonstrate a strong work ethic


• Ability to work under pressure


• Maintains sound judgment


• Detail oriented


• Acts with the highest standards of integrity


• Builds enduring and trusting relationships across all key stakeholders

Formal Education, Qualifications or Training

High School Diploma

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.

• 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.

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. California residents review your privacy rights. 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.