Customer Care Specialist I - 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 June 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 428 locations and has approximately 7,600 employees in North America.Job PurposeThe 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.What you will do..
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 Requirements Highschool or GED required, Bachelor's degree preferred 1 year of customer service or support experience preferred Experience leveraging CRM platforms like Salesforce.com as part of daily functions 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 Compensation Data$21.50 - $23 Req #: 60779 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 ProgramBuilding Your Financial Future 401(k) plan with company match Employee Stock Purchase ProgramLife & 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 DiscountsProtecting 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 InsuranceHerc 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.
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 428 locations and has approximately 7,600 employees in North America.Job PurposeThe 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.What you will do..
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 Requirements Highschool or GED required, Bachelor's degree preferred 1 year of customer service or support experience preferred Experience leveraging CRM platforms like Salesforce.com as part of daily functions 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 Compensation Data$21.50 - $23 Req #: 60779 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 ProgramBuilding Your Financial Future 401(k) plan with company match Employee Stock Purchase ProgramLife & 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 DiscountsProtecting 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 InsuranceHerc 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 : Herc Rentals Inc