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CRM Specialist

Date: Apr 5, 2021

Location: Bonita Springs, Florida, United States

Company: Herc Rentals

Req #: 24245

Herc Rentals Inc. is a premier, full-service equipment rental firm – providing our customers the equipment, services and solutions they need to achieve optimal performance safely, efficiently and effectively. A pioneer of the equipment rental industry, Herc Rentals continues to evolve and grow through technological innovations, expanded product offerings and value-added services and consultative solutions to support its customers’ projects. 


With more than 55 years of equipment rental expertise, approximately 4,900 employees and approximately 270 company-operated locations across North America, Herc Rentals serves a broad range of end markets, including construction; industrial operations, refineries and petrochemical operations; governmental entities and contractors; disaster recovery and remediation; infrastructure; railroad operations; utilities; film, television, live entertainment and special event production; agricultural operations; and facilities management..



Short Description

The CRM specialist performs a critical role within the Salesforce.com (SFDC) team as we implement new functionality, redesign processes, and identify opportunities to use the CRM as the primary Sales platform to drive revenue. The CRM admin will interact with multiple levels of the user community and management to support, train, and align the system tools to the business requirements.


  • Primary user support of Salesforce.com  (note:this will require a wide range of both business and system processes)
  • Provide primary triage of business issues within the Salesforce.com platform, tracking issues to resolution, possessing the knowledge to route issues to additional functional support, technical support, or even to other departments as needed.
  • Act as the primary liaison between business users and the development team. 
  • Engage and lead certain community groups such as the SFDC Ambassador’s group, Super User’s group and other online support groups. 
  • Engage with the business community to evaluate and document complex business requirements, as well as translate into technical design specifications in order to communicate to the appropriate technical resources 
  • Perform testing of new applications and ensure 100% user acceptance testing before deployment. 
  • Create and maintain test cases 
  • Provide user mentoring, training, and assistance to maximize business process efficiency 
  • Identify gaps and recommend business and/or system options to continually improve and to reduce transaction costs, utilizing standard functionality wherever possible

What you will do

  • Manage day-to-day support cases to resolution within the corporate framework utilizing local, off-shore, and contracted service providers
  • Identify user training gaps, define individual and department level training as required to close training gaps, as well as create and maintain training collateral and user guides
  • Complete regularly scheduled testing of the Health and Security of the system and document areas of weakness or opportunities for improvement. Generate appropriate User Stories as needed.
  • Manage project related tasks utilizing SFDC’s Agile Accelerator app by representing the needs of the business community and providing detailed functional and technical information to all concerned parties
  • Monitor weekly deployment schedules. 
  • Create and improve reporting to fit the needs of the business users utilizing SFDC to deliver accurate and timely information

Criteria for success

  • Become the voice of the business to arbitrate requirements and solutions with all parties
  • Ensure that all service levels are met
  • Manage internal reporting systems such as the Standard Operating Procedures (SOPs) Library, oversee the Project Management Board (Kanban Board).
  • Identify and deliver data to the business that is accurate, timely, and reliable
  • Demonstrate an aptitude for learning and applying new skills 


  • College degree or equivalent work experience
  • Highly organized and able to work independently
  • Strong written and verbal communication
  • Ability to prioritize tasks
  • Strong Microsoft Office skills
  • Previous experience in Salesforce.com
  • Salesforce.com Admin certification preferred 


Our long-term strategy underscores the understanding that our success depends on the dedication and capability of our team members. We are focused on attracting, retaining and empowering talented and dedicated people to build the best team in the equipment rental industry. We also seek to build a team that reflects the variety of people, cultures and communities we interact with every day and to create an inclusive, productive environment in which all team members feel valued and respected.


Herc Rentals provides an excellent compensation and benefits package, which includes a competitive salary, retirement savings plan, tuition reimbursement, comprehensive medical, dental, vision care, life insurance coverage, paid vacation and holidays. 


Herc does not discriminate in employment based on the basis of race, creed, color, religion, sex, age, disability, nationals origin, marital status, sexual orientation, citizenship status, political affiliation, parental status, military service, or other non-merit factors.

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