<p>Founded in 1965, Herc Rentals is one of the leading equipment rental suppliers in North America with 2024 total revenues reaching approximately $3.6 billion. 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 450+ locations and has about 7,600 employees in North America as of March 31, 2025.</p> <p>Job Purpose</p> <p>The multifaceted Support 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 withmundane tasks. You will be answering incoming calls after normal business hours to assist with urgent rentalrequests and emergency service calls, assessing the need and processing accordingly. Our customers will rely on your expertise, to process their requests quickly and efficiently. You will be performing demosand training on our web-based tool formally and informally. You will be processing requests to create, add orchange users and their profile, for our web-based tool as well. You will be initiating outbound calls to ourcustomers, giving them the opportunity to rate our performance and provide feedback on recent interactionswith Herc Rentals.</p> <p>The Support Specialist may also assist in other projects and tasks as identified bymanagement. Your shifts and days off will be on a 3-week rotation with one of those weeks allowing you toenjoy a 3-day weekend!</p> <p>What you will do...</p> <ul> <li>Answer incoming calls quickly and efficiently; assessing the call to determine if immediateescalation is required </li><li>Coordinate and process all inbound requests consistently, in a timely manner </li><li>Identify and communicate escalation issues per established escalation policy </li><li>Place orders when needed in RentalMan </li><li>Accurately document all customer interactions according to established procedures in HercCRM Salesforce </li><li>Maintain established individual Key Performance Indicators regarding response time, readytime, quality etc. </li><li>Initiate the required amount of daily outbound survey calls </li><li>Provide support for both internal and external ProControl requests </li><li>Adhere to the rotating schedule and the attendance policy </li><li>Learn and follow all company procedures and protocols </li></ul> <p>Requirements</p> <ul> <li>High School Diploma or GED Equivalent </li><li>Communication channels that include, CRM, chat, email, and phone </li><li>Ability to communication effectively and efficiently </li><li>1 + years of Customer Service/Support experience </li><li>Professional Telephone Etiquette </li><li>Microsoft Office Suite and other business software (Word, PowerPoint, Excel, Adobe, etc) </li><li>Strong Sense of Urgency and Customer Focus </li></ul> <p>Skills</p> <ul> <li>Skilled in both Verbal and Written Communication </li><li>Organizational and Time Management Skills </li><li>Ability to work with minimal supervision and think logically & constructively </li><li>Demonstrated constructive critical thinking </li><li>Creative Problem Solver </li><li>Detail Oriented </li><li>Understanding KPI expectations </li><li>Strong PC knowledge </li><li>Teamwork </li><li>Basic knowledge of Microsoft Word and Excel programs </li><li>Clerical - Data entry </li><li>Interpersonal skills </li><li>Listening skills </li><li>Dependability </li></ul> <p>Req #: 62867</p> <p>Pay Range: $22 - $28</p> <p>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.</p> <p>Herc Rentals values its employees and provides excellent compensation and benefits packages which are not limited to the following.</p> <p>Keeping you healthy</p> <p>Medical, Dental, and Vision Coverage</p> <p>Life and disability insurance</p> <p>Flex spending and health savings accounts</p> <p>Virtual Health Visits</p> <p>24 Hour Nurse Line</p> <p>Healthy Pregnancy Program</p> <p>Tobacco Cessation Program</p> <p>Weight Loss Program</p> <p>Building Your Financial Future</p> <p>401(k) plan with company match</p> <p>Employee Stock Purchase Program</p> <p>Life & Work Harmony</p> <p>Paid Time Off (Holidays, Vacations, Sick Days)</p> <p>Paid parental leave.</p> <p>Military leave & support for those in the National Guard and Reserves</p> <p>Employee Assistance Program (EAP)</p> <p>Adoption Assistance Reimbursement Program</p> <p>Tuition Reimbursement Program</p> <p>Auto & Home Insurance Discounts</p> <p>Protecting You & Your Family</p> <p>Company Paid Life Insurance</p> <p>Supplemental Life Insurance</p> <p>Accidental Death & Dismemberment Insurance</p> <p>Company Paid Disability Insurance</p> <p>Supplemental Disability Insurance</p> <p>Group Legal Plan</p> <p>Critical Illness Insurance</p> <p>Accident Insurance</p> <p>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.</p>