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Job Description
Founded in 1965, Herc Rentals is one of the leading equipment rental suppliers in North America with trailing twelve month total revenues of nearly $2.7 billion as of September 30, 2023. Herc Rentals’ parent company, known as Herc Holdings Inc., listed on the New York Stock Exchange on July 1, 2016, under the symbol “HRI.” Herc Rentals serves customers through approximately 379 locations and has approximately 7,000 employees in North America.
Short Description
Themultifaceted SupportSpecialistis an essential part of providing a positive experience for our customers, both external and internal. Your day will consist of a wide variety of interactions never leaving you bored with mundane tasks. You will beanswering incoming calls after normal business hoursto assist with urgent rental requests and emergency service calls, assessing the need and processing accordingly. Our customers will rely on your expertise, to process their requests quickly and efficiently. You will be performing demos andtraining on ourweb-based toolformally and informally.You will be processing requests to create, add or change users and their profile,for our web-based tool as well.You willbe initiating outbound callsto our customers,givingthemthe opportunity torate our performance and provide feedbackon recent interactions with Herc Rentals.The Support Specialist mayalsoassist inotherprojects andtasks as identified by management.
Responsibilities
- Answer incoming calls quickly and efficiently;assessing the call todetermine if immediate escalation is required
- Coordinate and process all inbound requestsconsistently,in a timelymanner
- Identify and communicate escalation issues per established escalation policy
- Place orders when needed in RentalMan
- Accuratelydocumentall customer interactions according to established procedures in Herc CRM Salesforce
- Maintain established individual Key Performance Indicators regardingresponse time, ready time, quality etc.
- Initiate the required amount ofdailyoutbound survey calls
- Provide support for both internal and external ProControl requests
- Adhere to the rotating schedule and the attendance policy
- Learn and follow all company procedures and protocols
Professional Experience
* Teamwork
* Basic knowledge of Microsoft Word and Excel programs
* 1 + years of Customer Service/Support experience
* Clerical – Data entry
* Interpersonal skills
* Listening skills
* Ability to communication effectively and efficiently
* Dependability
* Communication channels that include, CRM, chat, email, and phone
Educational Background
High School Diploma or GED Equivalent
Conditions of Employment
Skills
- Professional Telephone Etiquette
- Microsoft Office Suite and other business software (Word, PowerPoint, Excel, Adobe, etc)
- Strong Sense of Urgency and Customer Focus
- Skilled in both Verbal and Written Communication
- Organizational and Time Management Skills
- Ability to work with minimal supervision and think logically & constructively
- Demonstrated constructive critical thinking
- Creative Problem Solver
- Detail Oriented
- Understanding KPI expectations
- Strong PC knowledge
Req #: 57951
Please be advised that the actual salary offered for any position is subject to the company’s sole discretion and may be influenced by various factors, including but not limited to the candidate’s qualifications, experience, location, and overall fit for the role.
Herc Rentals values its employees and provides excellent compensation and benefits packages which are not limited to the following.
Keeping you healthy
Medical, Dental, and Vision Coverage
Life and disability insurance
Flex spending and health savings accounts
Virtual Health Visits
24 Hour Nurse Line
Healthy Pregnancy Program
Tobacco Cessation Program
Weight Loss Program
Building Your Financial Future
401(k) plan with company match
Employee Stock Purchase Program
Life & Work Harmony
Paid Time Off (Holidays, Vacations, Sick Days)
Paid parental leave.
Military leave & support for those in the National Guard and Reserves
Employee Assistance Program (EAP)
Adoption Assistance Reimbursement Program
Tuition Reimbursement Program
Auto & Home Insurance Discounts
Protecting You & Your Family
Company Paid Life Insurance
Supplemental Life Insurance
Accidental Death & Dismemberment Insurance
Company Paid Disability Insurance
Supplemental Disability Insurance
Group Legal Plan
Critical Illness Insurance
Accident Insurance
Herc does not discriminate in employment based on the basis of race, creed, color, religion, sex, age, disability, national origin, marital status, sexual orientation, citizenship status, political affiliation, parental status, military service, or other non-merit factors.
Herc Rentals does not discriminate in employment on the basis of race, creed, color, religion, sex, age, disability, national origin, marital status, sexual orientation, citizenship status, political affiliation, parental status, military service, or other non-merit factor.
