Support Services Specialist
About The Position
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
Requirements
- High School Diploma or GED Equivalent
- Basic knowledge of Microsoft Word and Excel programs
- 1 year of Customer Service/Support experience
- 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
Responsibilities
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
