Customer Care Specialist I - American Rental Association - Partnership
Bonita Springs, FL
About the Job
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 trailing twelve month total revenues of nearly $3.3 billion as of September 30, 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 439 locations and has approximately 7,700 employees in North America.
Job Purpose
Customer Care Specialists respond to our customers in a timely manner, providing them with best-in-class customer experience in a multi-channel, fast-paced support environment. They are responsible for solutioning all aspects of inbound support requests including, but not limited to, understanding Herc Rentals' processes, the ability to cross and upsell related to the equipment need presented, provide accurate equipment quotes and reservations, and provide website support for both internal and external customers. These duties are performed while adhering to published SLAs and established guidelines.
What you will do...
Requirements
Skills
Compensation Data
$21 - $23
Req #: 61129
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.
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 September 30, 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 439 locations and has approximately 7,700 employees in North America.
Job Purpose
Customer Care Specialists respond to our customers in a timely manner, providing them with best-in-class customer experience in a multi-channel, fast-paced support environment. They are responsible for solutioning all aspects of inbound support requests including, but not limited to, understanding Herc Rentals' processes, the ability to cross and upsell related to the equipment need presented, provide accurate equipment quotes and reservations, and provide website support for both internal and external customers. These duties are performed while adhering to published SLAs and established guidelines.
What you will do...
- Demonstrate a solid understanding of the equipment rental industry and the specific equipment we rent and sell.
- Provide customers with advice on selection of various types of equipment.
- Demonstrate a solid adherence to the "Say YES" policy.
- Show a solid comprehension of operational procedures.
- Handle and resolve all customer inquiries efficiently.
- Recognize and address escalation issues according to policy.
- Record all customer interactions in Salesforce as per guidelines.
- Deliver consistent, efficient, and effective customer service across multiple channels.
- Steadily maintain individual performance metrics for response time, availability, call quality, handling
- time, and abandonment rates.
- Adhere to the phone, email, and chat performance standards set forth in the Quality Program.
- Works with leadership to learn and handle various projects.
- Begins to manage portfolio of accounts.
- Possess skills for career advancement within the company.
- Adhere to the attendance policy and scheduled hours.
Requirements
- 1 year of customer service experience.
- High School Diploma/GED required; College degree preferred.
Skills
- Type minimum 30 wpm.
- Must be knowledgeable and able to support others in the correct use in Rentalman.
- Proficient in MS Office
- Strong Salesforce expertise
- Capable of multitasking
- Proficient in MS Office
- Experienced in maintaining KPIs
- Effective team player
- Efficient time management
- Self-motivated and competitive
Compensation Data
$21 - $23
Req #: 61129
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