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Central Support Specialist

Date: Apr 8, 2021

Location: Bonita Springs, Florida, United States

Company: Herc Rentals

Req #: 22782

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 Central Support team serves as a single point of contact for Herc’s strategic customers, providing them a best in class customer experience in a multi-channel, fast-paced support environment. This role will be responsible for building and maintaining an exceptional operational relationship with customers by coordinating all aspects of the rental process including cross/upsell, quote, rental contract & producing an accurate invoice in a timely, consistent and quality manner.

Responsibilities

Coordinate and process all inbound requests in a timely, consistent and quality manner

Track all customer touchpoints in Herc CRM (Salesforce.com)

Build and maintain operational relationships with each customer driving revenue growth retention and call position

Maximize/generate additional revenue by upselling/cross selling solutions while providing a best in class customer service & experience

Proactively identify customer needs or challenges and collaborate with Customer Solutions Dept. leadership team to resolve

Contribute to departmental improvements, with intentions to improve the future state of all existing processes and procedures. 

Maintain established team Key Performance Indicators regarding response time, quality, retention & revenue growth

Requirements

    Professional Experience

    1-3 years of customer service or sales experience required

    Educational Background

    High School Graduate or GED required. Bachelor’s Degree, Associates degree, or comparable experience preferred

    Conditions of Employment

    Experience leveraging CRM platforms like Salesforce.com as part of daily functions

    Skills

    • Passion for customer service
    • Ability to sell complex products and customer solutions
    • Adapts to changing business and customer needs
    • Self-motivated to achieve goals and deliver results
    • Communicate professionally and effectively with all levels of the organization
    • Drive results through teamwork and business processes
    • Ability to organize and manage multiple priorities
    • Strategic thinking and problem-solving ability
    • Problem analysis and problem resolution at both a strategic and functional level

     

    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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