Central Support Assistant Manager - American Rental Association - Partnership
Oak Park, MI
About the Job
Founded in 1965, Herc Rentals is one of the leading equipment rental suppliers in North America with trailing twelve month total revenues of nearly $3.3 billion as of December 31, 2023. 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 400 locations and has approximately 7,200 employees in North America.
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
Req #: 59355
Please be advised that the actual salary offered for any position is subject to the company's sole discretion and may be influenced by various factors, including but not limited to the candidate's 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.
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
Req #: 59355
Please be advised that the actual salary offered for any position is subject to the company's sole discretion and may be influenced by various factors, including but not limited to the candidate's 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.
Source : American Rental Association - Partnership