National Accounts, Client Services Coach

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."

About the role

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

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

Requirements

• 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

Qualifications

• High School Diploma

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
• Maintains sound judgment
• Detail oriented
• Acts with the highest standards of integrity
• Builds enduring and trusting relationships across all key stakeholders

Benefits

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