Central Support Assistant Manager

Short Description

The Central Support Assistant Manager will act as liaison between the represented team and their team manager by supporting the objective of the team: ensuring the team builds and maintains an exceptional relationship with external and internal customers by coordinating all aspects of the rental proves including cross/upsell, quote, rental contract & producing an accurate invoice in a timely, consistent, and quality manner. This position will support team Specialists and Team Leads in the attainment of team goals and KPI's; serve as an escalation point for external and internal customers, Team Leads and Specialists: will participate in the interview process and selection of new Specialists and Team Leads. The assistant manager supports dedicated Herc Rentals published support channels for the team, ensuring a timely response to our external and internal customers, providing them best-in-class customer experience in a multi-channel, fast paced environment. The assistant manager will need to be available 24/7 to respond to customers' needs after-hours effectively and efficiently which will foster excellent customer relationships as well as to ensure consistent and continued revenue growth.

Responsibilities

Be available 24/7 for on-call/after hours to facilitate customer's needs.

• Actively identify opportunities for growth of business segments and support continued revenue growth; achieve targeted goals.

• Understand staffing needs and communicate needs/changes to management.

• Participate in interview process and selection of new Team Specialists & Team Leads

• Assist Manager with conducting annual and periodic one-on-one performance reviews for Team Leads & Specialists. Provide support for individual development of all team members.

• Serve as an escalation point for customers, Team Leads and Specialists

• Monitor onboarding, training and development of new Specialists and Team Leads

• Complete weekly WFM updates to ensure accurate payroll reporting.

• Maintain established team & individual Key Performance Indicators regarding response time, ready time, quality etc. Ensure adherence to quality review program & schedules.

• Drive adoption and understanding of all Departmental Processes and Procedures

• Ensure consistent, efficient, and effective customer service in a multi-channel environment.

• Provide periodic reporting on team metrics, including revenue generated, transactional volume processed.

• Communicate fleet shortfalls and branch refusals as it impacts lost opportunities. Confirm lost opportunities are recorded properly.

Education

• Bachelor's Degree, Associates degree, or comparable experience required

• 3-5 years of customer service or support experience required

• Experience leveraging CRM platforms like Salesforce.com as part of daily functions required

Skills

• Demonstrated ability to lead a team and drive results through others

• Ability to organize and supervise multiple people and priorities

• Passion for customer service and support

• Able to handle challenging customers and challenging issues

• Communicate professionally and effectively with all levels of the organization

• Proficient with Microsoft Office products (Outlook, Excel, Word)

• Adapts to changing business and customer needs

• Self-motivated to achieve goals and deliver results

• 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

$61,917 - $80,598

Req #: 59355

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.