Support Services Specialist
$47,840–$52,000 year
On-site · Phoenix, Arizona, United States
Job Summary
The multifaceted Support Services Specialist handles a high-volume mix of customer interactions, mostly inbound calls, to assist external and internal customers with urgent rental requests and emergency service calls. Responsibilities include assessing calls for escalation, coordinating and processing inbound requests, placing orders in RentalMan, documenting all customer interactions in Herc CRM Salesforce, maintaining performance KPIs (response/ready time, quality), initiating daily outbound surveys, supporting internal/external ProControl requests, and following company procedures. Flexibility to work weekends, nights, and holidays is required. Requires a High School Diploma or GED and 1 year of customer service experience; proficiency in Word and Excel is expected. The role emphasizes accurate data entry, timely communication, problem-solving, organization, and a strong sense of urgency to ensure a positive customer experience.
Required Qualifications
- High School Diploma or GED Equivalent
- 1 year of Customer Service/Support experience
- Basic knowledge of Microsoft Word and Excel
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