Herc Rentals is Looking For Call Center Representative at Edmonton, AB Full Time

WORK REMOTE FULL TIME EVENINGS AND WEEKENDS. MUST LIVE IN ALBERTA

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 with mundane tasks. You will be answering incoming calls after normal business hours to assist with urgent rental requests 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 demos and training on our web-based tool, formally and informally. You will be processing requests to create, add or change users and their profile, for our web-based tool as well. You will be initiating outbound calls to our customers, giving them the opportunity to rate our performance and provide feedback on recent interactions with Herc Rentals. The Support Specialist may also assist in other projects and tasks as identified by management. Regular attendance and schedule adherence is expected & mandatory. This untraditional work schedule will include early mornings, late evenings, and weekends. The work schedule will eventually include overnight shifts.

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 and terminate rentals when needed in RentalMan

· Accurately track 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

Professional Experience

· 1 + years of Customer Service/Support experience

· Clerical – Data entry

· Communication channels that include, CRM, chat, email, and phone

Skills/Competencies

· Professional Telephone Etiquette

· Microsoft Office Suite

· Salesforce – Service Cloud

· Strong sense of Urgency and Customer Focus

· Skilled in both Verbal and Written Communication

· Organizational and Time Management

· Ability to functionally self-manage & work self-sufficiently

· Critical thinking

· Creative problem solver

· Detail oriented

· Understanding KPI expectations

· Strong PC knowledge

Job Type: Full-time

Pay: From $26.00 per hour

Expected hours: No less than 40 per week

Benefits:

• Casual dress
• Dental care
• Employee stock purchase plan
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Tuition reimbursement
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Every Weekend
• Night shift

Supplemental pay types:

• Overtime pay

Experience:

• Rental man or Sales Force: 1 year (preferred)

Shift availability:

• Night Shift (preferred)

Work Location: Hybrid remote in Edmonton, AB T6E 5P6