Central Support Specialist I - American Rental Association - Partnership

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 March 31, 2024. 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 412 locations and has approximately 7,600 employees in North America.

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

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

Compensation Data

$20 - $25 an hour with a 15% annual bonus paid quarterly

Req #: 59713

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.