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Customer Care Specialist

Date: Mar 29, 2021

Location: Bonita Springs, Florida, United States

Company: Herc Rentals

Req #: 21630

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 Customer Care team supports Herc Rentals published support channels.  This role responds to our customers in a timely manner, providing them a best in class customer experience in a multi-channel, fast-paced support environment. This role is responsible for solutioning all aspects of the inbound support request including but not limited to, rental process, cross/upsell, quote, reservations etc. in a timely, consistent and quality manner

Responsibilities

Accurately track all customer touchpoints according to established procedures in Herc CRM Salesforce

Maintain established individual Key Performance Indicators regarding response time, ready time, quality etc.

Provide consistent, efficient, and effective customer service in a multi-channel environment

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

Identify and communicate escalation issues per established escalation policy

Follow Quality Program guidelines to meet expected phone, email and chat performance

Follow published attendance policy including established channel schedule

Requirements

    Professional Experience

    Educational Background

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

    Conditions of Employment

    1 year of customer service or support experience preferred
    Experience leveraging CRM platforms like Salesforce.com as part of daily functions preferred

    Skills

    • Passion for customer service and support
    • Comfortable using Microsoft Office products (Outlook, Excel, Word)
    • Adapts to changing business and customer needs
    • Self-motivated to achieve goals and deliver results
    • Communicate professionally and effectively
    • 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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