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Director Customer Solutions

Date: May 17, 2022

Location: Bonita Springs

Company: Herc Rentals

Req #: 43361

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 5,100 employees and approximately 295 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 Director, Customer Solutions is responsible for delivering consistent experience and high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources. They use a range of measurements to monitor, analyze and improve call-center performance. The Director, Customer Solutions must be a combination of expert service provider, coach, trainer, mentor, motivator and manager.

 

Departmental Areas of Responsibilities:

  • Customer Solutions General Operations
    • Web / App Order Coordination
    • Customer Portal Administration (ProControl) 
    • Targeted 800 # and directed Web traffic (chat, email communications, etc.) 
    • Afterhours Emergency Program and Support 
  • In-Bound Product Specialist:  Portable HVAC and Climate Control reservation and support   
  • National and Strategic Account Assigned Customer Reservation and Account Management Support
  • Out Bound Sales and Business Development Operations
  • Coordination across all Herc Central Reservations and Central Operation groups to build consistent tools, reporting and customer support capabilities

Customer Voice

  • Work closely with the Communications Team, Marketing Team, Operations and Sales Teams to represent the ‘Voice of the Customer’ in development of Customer Support Programs and Technology 
  • Actively engages with National and Strategic Accounts in the design and implementation of customer support, Call Center, and technology to best service the customer experience.
  • Represent the Voice of the Customer in Herc digital transformation projects and initiatives  
  • Support assigned roles within ProControl Next Gen 

Responsibilities

  • Directs and oversees all aspects of Customer Solutions operations
  • Drive new strategies and initiatives to increase customer satisfaction and revenue
  • Ensuring that agents have the knowledge and skills to answer customers’ inquiries, requests for support or problems quickly and effectively; includes coordinating ongoing training programs that ensure agents have good product and service knowledge, as well as customer handling skills
  • Creating and driving new Customer Solutions operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
  • Develops department standards for excellence
  • Continuous improvement and training of call center operations and staff to compete with changing industry standards
  • Support Herc functional departments in Customer facing projects and initiatives
     

Requirements

  • 10 plus years’ experience in management including: 
    • Phone, email, and live chat platforms
    • Recruiting, hiring, and training call center agents
    • Collecting data, preparing reports, and analyzing results
    • Evaluating and improving operational procedures 

 
 

 

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, national origin, marital status, sexual orientation, citizenship status, political affiliation, parental status, military service, or other non-merit factors.


Nearest Major Market: Fort Myers
Nearest Secondary Market: Cape Coral

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