Customer Care Specialist I

Job Purpose

Customer Care Specialists respond to our customers in a timely manner, providing them with best-in-class customer experience in a multi-channel, fast-paced support environment. They are responsible for solutioning all aspects of inbound support requests including, but not limited to, understanding Herc Rentals’ processes, the ability to cross and upsell related to the equipment need presented, provide accurate equipment quotes and reservations, and provide website support for both internal and external customers. These duties are performed while adhering to published SLAs and established guidelines.

What you will do...

• Demonstrate a solid understanding of the equipment rental industry and the specific equipment we rent and sell.
• Provide customers with advice on selection of various types of equipment.
• Demonstrate a solid adherence to the “Say YES” policy.
• Show a solid comprehension of operational procedures.
• Handle and resolve all customer inquiries efficiently.
• Recognize and address escalation issues according to policy.
• Record all customer interactions in Salesforce as per guidelines.
• Deliver consistent, efficient, and effective customer service across multiple channels.
• Steadily maintain individual performance metrics for response time, availability, call quality, handling
• time, and abandonment rates.
• Adhere to the phone, email, and chat performance standards set forth in the Quality Program.
• Works with leadership to learn and handle various projects.
• Begins to manage portfolio of accounts.
• Possess skills for career advancement within the company.
• Adhere to the attendance policy and scheduled hours.

Requirements

• 1 year of customer service experience.
• High School Diploma/GED required; College degree preferred.

Skills

• Type minimum 30 wpm.
• Must be knowledgeable and able to support others in the correct use in Rentalman.
• Proficient in MS Office
• Strong Salesforce expertise
• Capable of multitasking
• Proficient in MS Office
• Experienced in maintaining KPIs
• Effective team player
• Efficient time management
• Self-motivated and competitive