Support Services Specialist

Support Services Specialist

Support Services Specialist Phoenix, AZ, USA, 85040 | Colorado Springs, CO, USA, 80918 | Denver, CO, USA, 80216

Job Purpose

The multifaceted Support Services Specialist is an essential part of providing a positive experience for our customers, both external and internal. Your day will consist of a wide variety of interactions never leaving you bored with mundane tasks. You will be answering incoming calls throughout the day as well as after normal business hours to assist customers with urgent rental requests and emergency service calls, assessing their need and processing accordingly. Our customers will rely on your expertise, to process their requests quickly and efficiently. You will be processing requests to create, add or change users and their profile, for our web-based tool as well. The Support Services Specialist may also assist in other projects and tasks as identified by management. Must be flexible to work weekends, nights, and holidays

What You Will Do

• Answer incoming calls quickly and efficiently; assessing the call to determine if immediate escalation is required
• Coordinate and process all inbound requests consistently, in a timely manner
• Identify and communicate escalation issues per established escalation policy
• Place orders when needed in RentalMan
• Accurately document all customer interactions according to established procedures in Herc CRM Salesforce
• Maintain established individual Key Performance Indicators regarding response time, ready time, quality etc.
• Initiate the required amount of daily outbound survey calls
• Provide support for both internal and external ProControl requests
• Adhere to the rotating schedule and the attendance policy
• Learn and follow all company procedures and protocols

Requirements

• High School Diploma or GED Equivalent
• Basic knowledge of Microsoft Word and Excel programs
• 1 year of Customer Service/Support experience

Skills

• Ability to communicate effectively and efficiently
• Dependability
• Professional Telephone Etiquette
• Strong Sense of Urgency and Customer Focus
• Organizational and Time Management Skills
• Ability to work with minimal supervision and think logically & constructively
• Creative Problem Solver
• Detail Oriented
• Understanding KPI expectations

Pay Range: $23.00 - $25.00 per hour

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.