Support Services Specialist

Support Services Specialist

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!

What you will do...

• 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 HercCRM 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

• 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

Pay Range: $22-$28

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.

Req #: 62868