National Accounts, Client Services Operations Administrator

Responsibilities

• Manage all activities associated with inbound and outbound customer inquiries, including developing and implementing policies and procedures for the flow of information for assigned clients.
• Establish and implement performance and service standards.
• Ensure productivity meets or exceeds service and quality standards.
• Establish and maintain industry relations.
• Provide coaching and mentoring to Client Service Administrators.
• Communicate regarding assigned accounts to field teams and subcontractors.
• Own the communication of requested process improvements from assigned customers.
• Escalate customers’ issues to an appropriate level within the company as needed.
• Resolve customers’ pain points of clients.
• Proactively look for failures or potential failures and correct them before customers notice.
• Build expertise in assigned verticals.
• Collaborate with internal departments, service branches, and technical and operations managers to facilitate the resolution of complex administrative and service issues to ensure customer satisfaction.
• Work schedule may be 40+ hours per week and may include working on weekends as needed.

• High school diploma or equivalent required; college degree preferred but equivalent work experience is acceptable.
• 3-5 years of client management experience.
• Experience working in sales and billing 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.

• Professional and personal growth opportunities including training and development programs.
• Tuition reimbursement for full‑time colleagues.
• Health and wellness benefits: medical, dental, vision, disability, and life insurance.
• 401(k) retirement plan with company‑matching contributions.
• Vacation days and sick days.
• Company‑paid holidays and floating holidays.
• Work‑life balance support.
• Benefits begin on day1 for full‑time teammates.

Rentokil is committed to complying with all federal, state, and local laws related to the employment of qualified individuals with disabilities. It is unlawful to require or administer a lie detector test as a condition of employment or continued employment in Massachusetts. Rentokil is a drug‑free workplace. We are an equal opportunity employer.