Customer Support Representative I

2 weeks ago

Bonita Springs, Florida, United States Herc Rentals Full time

Company Overview

Herc Rentals, established in 1965, stands as a premier equipment rental provider in North America, boasting total revenues nearing $3.3 billion. As a publicly traded entity under Herc Holdings Inc., listed on the New York Stock Exchange, Herc Rentals operates approximately 428 locations and employs around 7,600 individuals across North America.

Role Objective

The Customer Care division is dedicated to facilitating Herc Rentals' support channels. This position is tasked with responding to customer inquiries promptly, ensuring a top-tier customer experience within a dynamic, multi-channel support framework. Responsibilities encompass addressing all facets of incoming support requests, including rental processes, cross-selling, quotations, and reservations, with a focus on timeliness, consistency, and quality.

Key Responsibilities
  • Meticulously document all customer interactions in accordance with established protocols using Herc CRM Salesforce.
  • Adhere to individual Key Performance Indicators related to response times, readiness, and service quality.
  • Deliver consistent, efficient, and effective customer service across various communication channels.
  • Manage and process all incoming requests promptly and with a commitment to quality.
  • Recognize and escalate issues as per the defined escalation procedures.
  • Comply with Quality Program standards to achieve expected performance metrics for phone, email, and chat interactions.
  • Follow the established attendance policy, including adherence to scheduled shifts.
Qualifications
  • High school diploma or GED is required; a Bachelor's degree is preferred.
  • A minimum of one year of experience in customer service or support is preferred.
  • Familiarity with CRM platforms as part of daily operations is advantageous.
Essential Skills
  • A strong passion for customer service and support.
  • Proficiency in Microsoft Office applications (Outlook, Excel, Word).
  • Ability to adapt to evolving business and customer demands.
  • Self-driven to meet objectives and deliver results.
  • Effective and professional communication skills.
  • Ability to foster results through collaboration and established business processes.
  • Strong organizational skills to manage multiple priorities.
  • Strategic thinking and adept problem-solving capabilities.
  • Competence in analyzing and resolving issues at both strategic and operational levels.
Compensation Overview

The compensation for this role is set at $23 per hour.

Note: The actual salary offered may vary based on the candidate's qualifications, experience, location, and overall fit for the position.

Herc Rentals is committed to valuing its employees by providing competitive compensation and comprehensive benefits packages, which include:

  • Health Benefits: Medical, Dental, and Vision Coverage, Life and Disability Insurance, Health Savings Accounts.
  • Financial Growth: 401(k) plan with company match, Employee Stock Purchase Program.
  • Work-Life Balance: Paid Time Off, Paid Parental Leave, Employee Assistance Program.
  • Family Protection: Company Paid Life Insurance, Disability Insurance, and Critical Illness Insurance.

Herc Rentals is an equal opportunity employer and does not discriminate based on 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.

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