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Central Support Specialist

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Date: Jan 18, 2023

Location: San Diego, California, United States

Company: Herc Rentals

 

Req #: 54987

Founded in 1965, Herc Rentals is one of the leading equipment rental suppliers in North America with trailing twelve month total revenues of nearly $2.53 billion as of September 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 350 locations and has approximately 6,500 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 Central Support team serves as a single point of contact for Herc’s strategic customers, providing them a best in class customer experience in a multi-channel, fast-paced support environment. This role will be responsible for building and maintaining an exceptional operational relationship with customers by coordinating all aspects of the rental process including cross/upsell, quote, rental contract & producing an accurate invoice in a timely, consistent and quality manner.

Responsibilities

Coordinate and process all inbound requests in a timely, consistent and quality manner

Track all customer touchpoints in Herc CRM (Salesforce.com)

Build and maintain operational relationships with each customer driving revenue growth retention and call position

Maximize/generate additional revenue by upselling/cross selling solutions while providing a best in class customer service & experience

Proactively identify customer needs or challenges and collaborate with Customer Solutions Dept. leadership team to resolve

Contribute to departmental improvements, with intentions to improve the future state of all existing processes and procedures. 

Maintain established team Key Performance Indicators regarding response time, quality, retention & revenue growth

Requirements

    Professional Experience

    1-3 years of customer service or sales experience required

    Educational Background

    High School Graduate or GED required. Bachelor’s Degree, Associates degree, or comparable experience preferred

    Conditions of Employment

    Experience leveraging CRM platforms like Salesforce.com as part of daily functions

    Skills

    • Passion for customer service
    • Ability to sell complex products and customer solutions
    • Adapts to changing business and customer needs
    • Self-motivated to achieve goals and deliver results
    • Communicate professionally and effectively with all levels of the organization
    • 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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