Support Services Specialist

Herc Rentals; Colorado Springs (CO); On-site; Full time

Job summary

A leading equipment rental company in North America is seeking a Support Specialist to provide exceptional customer service. The individual will handle urgent calls after hours, process customer requests, and ensure compliance with established protocols. This fast-paced role involves working with various communication channels and requires strong organizational skills to manage daily tasks effectively.

Benefits

Medical, Dental, and Vision Coverage

Life and Disability Insurance

401(k) plan with company match

Paid Time Off

Tuition Reimbursement Program

Qualifications

• 1+ years of Customer Service/Support experience required.
• Strong Sense of Urgency and Customer Focus.
• Ability to communicate effectively and efficiently.

Responsibilities

• Answer incoming calls quickly and assess immediate needs.
• Process inbound requests in a timely manner.
• Accurately document all customer interactions.

Skills

Verbal Communication

Written Communication

Organizational Skills

Time Management

Teamwork

Education

High School Diploma or GED Equivalent

Tools

Microsoft Office Suite

Job description

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Founded in 1965, Herc Rentals is one of the leading equipment rental suppliers in North America with 2024 total revenues reaching approximately $3.6 billion. Herc Rentals’ parent company, known as Herc Holdings Inc., listed on the New York Stock Exchange on July 1, 2016, under the symbol “HRI.” Herc Rentals serves customers through approximately 450+ locations and has about 7,600 employees in North America as of March 31, 2025.

The multifaceted Support 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 withmundane tasks. You will be answering incoming calls after normal business hours to assist with urgent rentalrequests and emergency service calls, assessing the need and processing accordingly. Our customers will rely on your expertise, to process their requests quickly and efficiently. You will be performing demosand training on our web-based tool formally and informally. You will be processing requests to create, add orchange users and their profile, for our web-based tool as well. You will be initiating outbound calls to ourcustomers, giving them the opportunity to rate our performance and provide feedback on recent interactionswith Herc Rentals.

The Support Specialist may also assist in other projects and tasks as identified bymanagement. Your shifts and days off will be on a 3-week rotation with one of those weeks allowing you toenjoy a 3-day weekend!

What you will do...

• Answer incoming calls quickly and efficiently; assessing the call to determine if immediateescalation 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 HercCRM Salesforce
• Maintain established individual Key Performance Indicators regarding response time, readytime, 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

Requirements

• High School Diploma or GED Equivalent
• Communication channels that include, CRM, chat, email, and phone
• Ability to communication effectively and efficiently
• 1 + years of Customer Service/Support experience
• Microsoft Office Suite and other business software (Word, PowerPoint, Excel, Adobe, etc)
• Strong Sense of Urgency and Customer Focus

Skills

• Skilled in both Verbal and Written Communication
• Organizational and Time Management Skills
• Ability to work with minimal supervision and think logically & constructively
• Demonstrated constructive critical thinking
• Detail Oriented
• Understanding KPI expectations
• Strong PC knowledge
• Teamwork
• Basic knowledge of Microsoft Word and Excel programs
• Interpersonal skills

Pay Range:$22 - $28

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

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

Company Paid Disability Insurance

Supplemental Disability Insurance

Group Legal Plan

Critical Illness 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.

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