Central Support Assistant Manager

Short Description

The Central Support Assistant Manager will act as liaison between the represented team and their team manager by supporting the objective of the team: ensuring the team builds and maintains an exceptional relationship with external and internal customers by coordinating all aspects of the rental proves including cross/upsell, quote, rental contract & producing an accurate invoice in a timely, consistent, and quality manner. This position will support team Specialists and Team Leads in the attainment of team goals and KPI’s; serve as an escalation point for external and internal customers, Team Leads and Specialists: will participate in the interview process and selection of new Specialists and Team Leads. The assistant manager supports dedicated Herc Rentals published support channels for the team, ensuring a timely response to our external and internal customers, providing them best-in-class customer experience in a multi-channel, fast paced environment. The assistant manager will need to be available 24/7 to respond to customers’ needs after-hours effectively and efficiently which will foster excellent customer relationships as well as to ensure consistent and continued revenue growth.

Responsibilities

Be available 24/7 for on-call/after hours to facilitate customer’s needs.
• Actively identify opportunities for growth of business segments and support continued revenue growth; achieve targeted goals.
• Understand staffing needs and communicate needs/changes to management.
• Participate in interview process and selection of new Team Specialists & Team Leads
• Assist Manager with conducting annual and periodic one-on-one performance reviews for Team Leads & Specialists. Provide support for individual development of all team members.
• Serve as an escalation point for customers, Team Leads and Specialists
• Monitor onboarding, training and development of new Specialists and Team Leads
• Complete weekly WFM updates to ensure accurate payroll reporting.
• Maintain established team & individual Key Performance Indicators regarding response time, ready time, quality etc. Ensure adherence to quality review program & schedules.
• Drive adoption and understanding of all Departmental Processes and Procedures
• Ensure consistent, efficient, and effective customer service in a multi-channel environment.
• Provide periodic reporting on team metrics, including revenue generated, transactional volume processed.
• Communicate fleet shortfalls and branch refusals as it impacts lost opportunities. Confirm lost opportunities are recorded properly.

Education

• Bachelor’s Degree, Associates degree, or comparable experience required
• 3-5 years of customer service or support experience required
• Experience leveraging CRM platforms like Salesforce.com as part of daily functions required

Skills

• Demonstrated ability to lead a team and drive results through others
• Ability to organize and supervise multiple people and priorities
• Passion for customer service and support
• Able to handle challenging customers and challenging issues
• Communicate professionally and effectively with all levels of the organization
• Proficient with Microsoft Office products (Outlook, Excel, Word)
• Adapts to changing business and customer needs
• Self-motivated to achieve goals and deliver results
• 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.

Compensation Data

$61,917 - $80,598