About this role
If you are currently an employee of Herc Rentals, please apply using this link: Herc Employee Career Portal
Founded in 1965, Herc Rentals is one of the leading equipment rental suppliers in North America with 2024 pro forma total revenues reaching approximately $5.1 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 612 locations and has about 9,900 employees in North America as of September 30, 2025.
Job Purpose
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
What you will do...
- 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
Requirements
- High School Diploma or GED Equivalent
- Basic knowledge of Microsoft Word and Excel programs
- 1 year of Customer Service/Support experience
Skills
- 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
Req #: 66664
Pay Range: $25-$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
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.
Other facts
About Herc Rentals
Herc Rentals is a premier, full-service equipment rental company providing customers with the equipment, services, and solutions they need to achieve optimal performance safely, efficiently, and effectively. With 60 years of equipment rental expertise, approximately 10,200 employees, and 622 locations across the United States and Canada, Herc Rentals serves a broad range of customers, industries, and markets making a difference in communities across North America.
What you'll do
- The Support Services Specialist will answer incoming calls, assess customer needs, and process requests efficiently. They will also document interactions and maintain performance metrics.
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