Customer Care Specialist I at Herc Rentals Inc
Bonita Springs, FL
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 March 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 412 locations and has approximately 7,600 employees in North America.
Short Description
The Customer Care team supports Herc Rentals published support channels. This role responds to our customers in a timely manner, providing them a best in class customer experience in a multi-channel, fast-paced support environment. This role is responsible for solutioning all aspects of the inbound support request including but not limited to, rental process, cross/upsell, quote, reservations etc. in a timely, consistent and quality manner
Responsibilities
Accurately track all customer touchpoints according to established procedures in Herc CRM Salesforce Maintain established individual Key Performance Indicators regarding response time, ready time, quality etc. Provide consistent, efficient, and effective customer service in a multi-channel environment Coordinate and process all inbound requests in a timely, quality & consistent manner Identify and communicate escalation issues per established escalation policy Follow Quality Program guidelines to meet expected phone, email and chat performance Follow published attendance policy including established channel schedule
Skills
Conditions of Employment
1 year of customer service or support experience preferred
Experience leveraging CRM platforms like Salesforce.com as part of daily functions
Educational Background
Highschool or GED required, Bachelor's degree preferred
Compensation Data
$20-24
Req #: 59305
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 Customer Care team supports Herc Rentals published support channels. This role responds to our customers in a timely manner, providing them a best in class customer experience in a multi-channel, fast-paced support environment. This role is responsible for solutioning all aspects of the inbound support request including but not limited to, rental process, cross/upsell, quote, reservations etc. in a timely, consistent and quality manner
Responsibilities
Accurately track all customer touchpoints according to established procedures in Herc CRM Salesforce Maintain established individual Key Performance Indicators regarding response time, ready time, quality etc. Provide consistent, efficient, and effective customer service in a multi-channel environment Coordinate and process all inbound requests in a timely, quality & consistent manner Identify and communicate escalation issues per established escalation policy Follow Quality Program guidelines to meet expected phone, email and chat performance Follow published attendance policy including established channel schedule
Skills
- Passion for customer service and support
- Comfortable using Microsoft Office products (Outlook, Excel, Word)
- Adapts to changing business and customer needs
- Self-motivated to achieve goals and deliver results
- Communicate professionally and effectively
- 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
Conditions of Employment
1 year of customer service or support experience preferred
Experience leveraging CRM platforms like Salesforce.com as part of daily functions
Educational Background
Highschool or GED required, Bachelor's degree preferred
Compensation Data
$20-24
Req #: 59305
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.