Central Support Specialist I

Herc Rentals • Phoenix, AZ

22d • $23 - $25

About The Position

The Central Support Specialist and team acts as the main contact for Herc Rentals' national and strategic clients, ensuring they receive top-tier customer service in a dynamic, multi-channel support setting. This position involves developing and sustaining an excellent operational relationship with customers by managing all facets of the rental process, including cross-selling, upselling, quoting, rental contracts, and generating accurate invoices promptly and consistently.

Requirements

• A minimum of 1 year in customer service or sales is required.
• High school diploma or GED is mandatory. A bachelor's degree, associate's degree, or equivalent experience is preferred.
• Familiarity with using CRM tools such as Salesforce is essential.
• Ability to type at least 30 words per minute.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Teams.
• Enthusiasm for providing exceptional customer service.
• Proficiency in selling products and offering customer solutions.
• Flexibility to meet evolving business and customer demands.
• Self-driven to accomplish objectives and achieve results.
• Capable of professional and effective communication across all hierarchical levels.
• Foster results through collaborative efforts and streamlined business processes.
• Competence in organizing and managing multiple priorities simultaneously.
• Strategic mindset with strong problem-solving skills.

Responsibilities

• Gain understanding about our rental equipment offerings and their applications to better serve customers' needs.
• Handle and respond to all incoming inquiries promptly, consistently, and with high quality.
• Record all customer interactions in Herc CRM (Salesforce.com).
• Develop and sustain effective relationships with each customer to drive revenue growth, retention, and call positioning.
• Increase additional revenue by upselling and cross-selling solutions while delivering top-notch customer service and experience.
• Participate in departmental enhancements aimed at improving current processes and procedures.
• Achieve individual and team objectives, including KPIs and SLAs for response time, quality, retention, and revenue growth.
• Adhere to the attendance policy and scheduled hours.

Benefits

• 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
• 401(k) plan with company match
• Employee Stock Purchase Program
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees