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Support Services Specialist

Date: Sep 27, 2022

Location: Edmonton, Alberta, Canada

Company: Herc Rentals

Req #: 50284

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

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

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

Educational Background

High School Diploma or GED Equivalent

Conditions of Employment

A valid driver's license with a clean driving record

 

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 Rentals is an equal opportunity employer


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