Support Services Specialist (62866)
Support Services Specialist (62866)
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$ 22 - 28
1 Vacancy
Job Description
If you are currently an employee of Herc Rentals please apply using this link:Herc Employee Career Portal
Founded in 1965 Herc Rentals is one of the leading equipment rental suppliers in North America with 2024 total revenues reaching approximately $3.6 billion. 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 450 locations and has about 7600 employees in North America as of March 31 2025.
Job Purpose
The multifaceted Support Specialist is an essential part of providing a positive experience for our customersboth external and internal. Your day will consist of a wide variety of interactions never leaving you bored withmundane tasks. You will be answering incoming calls after normal business hours to assist with urgent rentalrequests 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 demosand training on our web-based tool formally and informally. You will be processing requests to create add orchange users and their profile for our web-based tool as well. You will be initiating outbound calls to ourcustomers giving them the opportunity to rate our performance and provide feedback on recent interactionswith Herc Rentals.
The Support Specialist may also assist in other projects and tasks as identified bymanagement. Your shifts and days off will be on a 3-week rotation with one of those weeks allowing you toenjoy a 3-day weekend!
What you will do...
- Answer incoming calls quickly and efficiently; assessing the call to determine if immediateescalation 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 HercCRM Salesforce
- Maintain established individual Key Performance Indicators regarding response time readytime 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
- High School Diploma or GED Equivalent
- Communication channels that include CRM chat email and phone
- Ability to communication effectively and efficiently
- 1 years of Customer Service/Support experience
- Professional Telephone Etiquette
- Microsoft Office Suite and other business software (Word PowerPoint Excel Adobe etc)
- Strong Sense of Urgency and Customer Focus
Skills
- 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
- Teamwork
- Basic knowledge of Microsoft Word and Excel programs
- Clerical Data entry
- Interpersonal skills
- Listening skills
- Dependability
Req #: 62866
Pay Range:$22-$28
Please be advised that the actual salary offered for any position is subject to the companys sole discretion and may be influenced by various factors including but not limited to the candidates qualifications experience location and overall fit for the role.
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
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.
Required Experience:
Unclear Seniority
Employment Type
Full Time
