Customer Care Specialist I

Short Description

The 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

Responsibilities

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

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

Conditions of Employment

1 year of customer service or support experience preferred

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

Educational Background

Highschool or GED required, Bachelor's degree preferred

Compensation Data

$20-24

Req #: 59305

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.