Rentokil Pest Control North America

Operations

• Manage daily operations of specialists with the goal of providing superior customer service to our clients
• Offer direction to staff in all aspects of operations, service, and client care
• Responsible for managing basic financial performance of the operations, including revenue growth and expense control
• Daily travel throughout territory visiting with clients, assisting specialists, and partnering closely with the sales team on business development
• Able to work a flexible schedule, including early mornings and weekend work when needed
• Submit weekly, monthly, and yearly reports, as required

Manager – Operations

Customer Support

• Answer Customer Calls and provide appropriate assistance
• Assist RDCs with customer service related questions and returns
• Input Orders and Drop shipments through System
• Identify backorders and assist with immediate fulfilment
• Complete Sales Return orders within 48hrs
• Engage in continued education opportunities regarding product offerings

Customer Service Representative

Performance Marketing

• Develop and execute a comprehensive customer lifecycle strategy aimed at maximizing customer lifetime value
• Oversee all aspects of lifecycle marketing, from journey mapping and deployment to reporting and optimization
• Utilize personalized, 1:1 communication strategies to drive retention and business growth across defined customer roadmaps
• Monitor engagement signals and deploy intervention strategies for at-risk accounts
• Act as a strategic partner to MarTech teams to ensure seamless execution within Salesforce and Hubspot
• Map the end-to-end customer journeys to ensure seamless onboarding and consistent engagement across channels
• Develop logic for tailored communications based on industry verticals, service types, and user personas
• Design adoption and advocacy programs that drive product utilization and transform clients into brand advocates
• Track and report on lifecycle metrics, identifying gap-closing measures to meet retention targets
• Translate complex campaign results into actionable business insights for leadership presentations

Lifecycle Campaign Manager, Commercial

Manager

• Develop the management team to achieve growth, productivity, and profitability goals of the Branch as well as deliver legendary customer experiences
• Interview job applicants and select top candidates as well as monitor staffing needs
• Plan, identify, communicate, and delegate key responsibilities and practices to the operations and service management team to ensure smooth flow of operations within the Branch
• Drive the implementation of company programs and initiatives by motivating and supporting the management team within the district to develop and implement action plans that meet operational and organizational objectives
• Review environments and key business indicators within the district to identify problems, concerns, and opportunities for improvement in order to provide coaching to the operations and service management team to take action and achieve operational goals
• Play a supporting and auditing role with operations, sales, and office leadership positions

Branch Manager

• Oversee the daily operations of the first party auto claims department.
• Ensure the timely, accurate, and fair resolution of claims filed by company branches.
• Direct and supervise a team of 1st party auto adjusters.
• Monitor workflow and pending counts to ensure equitable distribution of assignments.
• Conduct regular file audits to ensure compliance with company Best Practices.
• Review and approve settlements exceeding the adjuster authority levels.
• Collaborate with the Special Investigations Unit (SIU) to identify and mitigate fraudulent claims.
• Analyze claims data to identify trends and implement process improvements.

Manager, Auto Claims

Account Executive

• Sell the company's industry leading pest management services and products to new and existing commercial customers
• Create new business opportunities through cold calling, prospecting, networking, leads, referrals, and cross-selling
• Visually inspect buildings for pests, pest harborage, pest entries, etc.
• Sell pest control solutions as well as preventative maintenance for Commercial customers
• Craft territory development strategies that will result in exceeding sales targets
• Build partnerships and collaborate effectively with internal departments to maximize growth opportunities and ensure the delivery of outstanding service solutions
• Complete daily activities and sales performance using the company sales CRM

Inside Sales

• The Inside Sales Manager is responsible for the development and performance of a team of assigned Supervisors and Residential Inside Sales Professionals.
• They staff and direct a sales team and provide leadership towards the achievement of maximum profitability and growth, in line with company vision and values.
• Develop winning objectives for the call centers’ day-to-day activities.
• Identify Performance trends, quantify and communicate while implementing key initiatives to drive sales performance - Following the Trends - Insights - Actions Model.
• Manage real time call analytics and react to changes to queue performance.
• Hire, coach and provide training to Inside Sales colleagues and supervisors.
• Meet and exceed baseline sales targets for self and assigned team.
• Effectively coach to work towards achieving: company bundle objectives- Selling multiple lines of business per customer closing objectives convert jobs at company assigned conversion rate or better into one of the tier residential offerings company dollars per lead objective or better.
• Work closely with Quality Assurance(QA) to improve QA Scores: identify improvement opportunities and compliance in executing the company’s designed Inside Sales methodology.
• Work with Supervisors to effectively manage sales follow up activities making sure Residential Inside Sales Professionals are following up on all Proposed/Proposed and Sold/Proposed within 24 hours.
• Conduct productive Sales Meetings and Sales Training Meetings focused on skill development and improving performance.
• Assist Inside Sales Professionals with difficult calls, including, but not limited to, cancellations, billing inquiries, complaints, and emergencies.
• Direct Inside Sales Supervisors with developing Sales Action Plans for their teams and develop strategic activities to ensure improved performance.
• Assist the Inside sales Leadership team in launching new Residential offerings and making sure Inside Sales Professionals are current with certifications for right to sell products or services.
• Ensure the team communicates necessary preparation details to customers and documents the job essentials in the company operating system to ensure successful installations and relationships occur with field Specialists.
• Ensure the team is meeting or exceeding all productivity objectives.
• As needed proactively identify and initiate outbound campaigns to create new lines of revenue.
• Ensure team meets or exceeds monthly call quality score of 75%.
• Lead an internal or external team of 3 - 5 supervisors each with 15 - 20 Inside Sales Professionals to exceed sales goals.
• Support Acquisitions as they migrate into the centralized inside sales division, ensuring a consistent sales process and a uniform customer experience.
• Comprehend sales performance data and compile reporting as needed. Identify trends, communicate insights and develop action plans to address.
• Cultivate key relationships across Market Ops, Service and Field Sales.

Regional Inbound Manager – Inside Sales

Collections

• Handle telephone collections on past due accounts receivables
• Implement and monitor payment plans
• Responsible for call handling and chargebacks
• Responsible for quality assurance monitoring
• Assist with special requests for both internal and external customers.
• Contact customers as needed in an effort to resolve account issues.
• Document activity and maintain follow up on all accounts
• Respond to customer AR calls with regards to account inquiries.
• Provide documentation to customers requesting invoices, statements, etc.

Collections Representative

• Sell and upsell Pest Management Services and Products to residential prospects
• Manage inbound daily sales calls expectations and maintain a 60% or better closing rate
• Achieve and exceed monthly Base Line Sales Targets
• Follow up on all Proposed/Proposed/Open Orders and Sold/Proposed within 24 hours
• Execute outbound and SMS campaigns as needed
• Communicate effectively with prospective clients over various platforms
• Organize call and email activities to maximize customer interface time

Outbound Sales Representative

Outside Sales

• Sell the company's industry leading pest management services and products to new and existing residential customers
• Assess customers' needs by consulting and performing an analysis using expert knowledge of the company's products and services
• Visually inspect homes for pests, pest harborage, pest entries, etc.
• Based on assessment findings, sell pest control solutions as well as preventative maintenance for residential customers
• Collaborate with Customer Service Center, Inside Sales department, and Technicians for increased opportunities
• Partner with Branch Manager to identify revenue streams with current base and service specialist engagement
• Develop proposals for customers to resolve existing pest issues while proposing additional enhancements to pest household services
• Complete daily activities and sales performance using the company sales CRM