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Support Services Specialist

Date: Nov 8, 2022

Location: Bonita Springs, Florida, United States

Company: Herc Rentals

 

Req #: 53001

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 multifaceted Support Specialist is an essential part of providing a positive experience for our customers, both external and internal.  Your day will consist of a wide variety of interactions never leaving you bored with mundane tasks. You will be answering incoming calls after normal business hours to assist with urgent rental requests and emergency service calls, assessing the need and processing accordingly.  Our customers will rely on your expertise, to process their requests quickly and efficiently. You will be performing demos and training on our web-based tool formally and informally. You will be processing requests to create, add or change users and their profile, for our web-based tool as well.  You will be initiating outbound calls to our customers, giving them the opportunity to rate our performance and provide feedback on recent interactions with Herc Rentals. The Support Specialist may also assist in other projects and tasks as identified by management. Your shifts and days off will be on a 3-week rotation with one of those weeks allowing you to enjoy a 3-day weekend! 

Responsibilities

  • Answer incoming calls quickly and efficiently; assessing the call to determine if immediate escalation is required 
  • Coordinate and process all inbound requests consistently, in a timely manner 
  • Identify and communicate escalation issues per established escalation policy 
  • Place orders when needed in RentalMan 
  • Accurately document all customer interactions according to established procedures in Herc CRM Salesforce 
  • Maintain established individual Key Performance Indicators regarding response time, ready time, quality etc.  
  • Initiate the required amount of daily outbound survey calls 
  • Provide support for both internal and external ProControl requests 
  • Adhere to the rotating schedule and the attendance policy  
  • Learn and follow all company procedures and protocols

Requirements

    Professional Experience

    • Teamwork
    • Basic knowledge of Microsoft Word and Excel programs
    • 1 + years of Customer Service/Support experience
    • Clerical – Data entry
    • Interpersonal skills
    • Listening skills
    • Ability to communication effectively and efficiently
    • Dependability
    • Communication channels that include, CRM, chat, email, and phone

    Educational Background

    High School Diploma or GED Equivalent

    Conditions of Employment

    Skills

    • Professional Telephone Etiquette
    • Microsoft Office Suite and other business software (Word, PowerPoint, Excel, Adobe, etc)
    • Strong Sense of Urgency and Customer Focus
    • Skilled in both Verbal and Written Communication
    • Organizational and Time Management Skills
    • Ability to work with minimal supervision and think logically & constructively
    • Demonstrated constructive critical thinking
    • Creative Problem Solver
    • Detail Oriented
    • Understanding KPI expectations
    • Strong PC knowledge

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


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