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Customer Care Specialist II

Date: Sep 7, 2022

Location: Bonita Springs, Florida, United States

Company: Herc Rentals

 

Req #: 50654

Founded in 1965, Herc Rentals is one of the leading equipment rental suppliers in North America with trailing twelve month total revenues of nearly $2.34 billion as of June 30, 2022. 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 335 locations and has approximately 6,100 employees in North America.

 

We serve a diverse group of customers in a wide array of industries. We support professional con-tractors in construction and remediation. Our industrial customers include large industrial plants, refineries and petrochemical operations, automotive and aerospace manufacturers. We support government and infrastructure projects at the municipal, state and federal level. And, we continue to expand our services for customers in commercial and retail, healthcare, hospitality, recreation, and entertainment and special events.

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

    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

    Mechanic Tool reimbursement of up to $300 per year

    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.

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