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Field Customer Service Auditor/Support Clerk III - Rentokil in Allentown, PA at Rentokil North America

Date Posted: 1/29/2019

Job Snapshot

  • Employee Type:
  • Location:
    Allentown, PA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Field Customer Service Auditor/Support Clerk III 
Purpose of Position
The Field Customer Service Auditor analyzes and audits completed Quality Assurance Inspections and Coaching Rides from Field Operations Manager Team. Reviews are completed to provide data insights that will contribute to field operations colleagues providing a better quality customer experience.  The Field Customer Service Auditor supports the Field Customer Service team to help ensure growth objectives are achieved in the field.  The person in this role assists in driving Field Customer Service quality initiatives, strategy, training, and processes.
Primary or Key Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:
  • Analyze, audit, and interpret Quality Assurance Inspections, Field Coaching Rides and Inspections by Revenue ReForm reports.
  • Work in automated system for audit procedures.
  • Work with the Field Customer Service team to deliver results from reporting audits that will ensure that best practices are implemented in the field.
  • Gather required materials from past ReForm Reports, Sales, Sales Operations, Finance and other internal teams in order to perform data analyses. 
  • Analyze data to provide meaningful results to drive best practices and improve processes across the organization.
  • Analyze technical support procedures and requirements, recommend solutions, coordinate implementations, and test new and existing application solutions.
  • Prepare and professionally package reports.
  • Use clear and concise commentary to ensure reporting trends, key analysis points, and insights are highlighted for the recipients.
  • Provide specialized application technical support to end users and meet with department representatives.
  • Maintain knowledge of the company’s computer systems, including iRIS (Rentokil Information System).
  • Handle confidential customer and colleague information.
  • Deliver Results
    • Have the ambition to achieve goals/objectives and the discipline, organization and perseverance to deliver outstanding customer service.
    • Focus on delivering what’s required.
    • Establish SMART objectives for self and others.
    • Be enthusiastic and works with energy to achieve company standards and goals.
    • Monitor progress of objectives and take action to ensure delivery to agreed timescales.
    • Plan, organize and prioritize workload effectively.
  • Act Commercially
    • Able to gather and make sense of large amounts of information and apply it to make business and customer-focused decisions.
    • Use business thinking to make decisions.
    • Use experience to solve current problems.
    • Use a straightforward and practical approach to handling business issues.
    • Understand how own actions impact on costs and finds the most cost effective solution to meet needs.
  • Manage Self
    • Manage emotions to remain calm, focused and optimistic while dealing with a constant stream of demands.
    • Be aware of own feelings.
    • Manage own feelings to remain clear and focused.
    • Have positive expectations that things will work out.
    • Be aware of own development needs and takes steps to improve these.
    • Know how to take care of self to be at one’s best.
  • Coach and Develop
    • Encourage the long-term development of others to build capability.
    • Give practical support.
    • Train team members by giving directions or demonstrations.
    • Give practical support or assistance to make job easier for the other individual.
    • Ask questions, devise tests, or use other methods to ensure that others have understood.
    • Give support to others and praise more than criticizes.
    • Recognize success.
  • Work with Others
    • Build relationships and collaborate with others (e.g. customers, colleagues, partners & suppliers) to achieve our mission.
    • Be a team player.
    • Offer help and advice when asked.
    • Be supportive and/or positive of other members of team.
    • Share information knowledge and experience freely within own team and with other departments / business units.
    • Commit to team decisions.
  • Display Leadership
    • Inspire others to achieve the company’s objectives and to hold them accountable for high standards of performance.
    • Communicate expectations and direction.
    • Give clear directions – ensuring communications are clear and simple.
    • Communicate objectives and share helpful information with the team/individuals.
    • Listen to individuals and includes their ideas in decisions made.
    • Conduct regular team meetings to share information and listen to ideas and concerns.
    • Adapt style to suit customers and colleagues.
Degree/Diploma Obtained
Program of Study
High School Diploma or GED
Bachelor’s Degree
Business Management/Administration


Years of Experience
Type of Experience
5+ years
Business Administration or Analyst experience
Essential skills:
  • Advanced knowledge of Microsoft Office Suite 2007 or later, especially Word and PowerPoint, and advanced Excel knowledge.
  • Current knowledge of office applications including Google Suite is preferred.
  • Knowledge of iRIS preferred but not required.
  • Strong organizational skills.
  • Excellent verbal and written communication abilities.
Working Conditions
This is a full-time position.  The Field Customer Service Auditor will report to an office, travel may be required. Overnight travel may be required.
Work Schedule: This job tends to have regular office hours but may have extended hours due to time-sensitive deadlines and time frames.  Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Evening and weekend work may be required as job duties demand.

Additional Information

We are Proudly an Equal Opportunity Employer!
EOE AA M/F/Vet/Disability
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