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Customer Care Specialist

Date: Mar 18, 2021

Location: Bonita Springs, Florida, United States

Company: Herc Rentals

Req #: 23532

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

Providing exceptional customer service in response to all customer chat inquiries.   Receives, evaluates and responds to customer inquiries.  Handles request for assistance, complaints, reservations, special request via chat, and per established protocols.  Gains an understanding of the inquiry and /or service needs, responds and resolves, or escalates the issues for solution within specified protocols established by the Customer Solutions Center.  Responsible for following inquiries and requests to resolution.  Fulfills orders and resolves issues to achieve customer satisfaction.

Responsibilities

Processes customer inquiries to resolution and fulfill orders and related transactions in a consistent and high quality, customer focus manner. Provides consistent service in the multi-channel business environment.  Phones, Chats, Emails for all internal and external customers are processed consistently on a day to day basis.  Continues to develop and grow with the business segments to ensure that the leadership staff is knowledgeable of any and all opportunities that might arise.  Focusing on departmental improvements, focusing on the future state of all existing processes and procedures.  Responsible to maintain the established departmental Key Performance Indicators for overall departmental success as well as the success of the individual.

Requirements

    Professional Experience

    Customer Care Experience minimum of 1 years
    Typing 55 - 60WPm, 10-Key 3500KS
    Strong knowledge of call center tools, chat, email, etc
    Experience working to maintain the KPI of a Customer Care Center
    Strong PC systems and typing skills (CRM, email, chat)

    Educational Background

    Bachelor’s degree

    Conditions of Employment

    Skills

       

      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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