Support Services Specialist
Herc RentalsJobsCloseBy Editorial Insights
Joining Herc Rentals as a Support Services Specialist in Phoenix means becoming a key frontline connector for internal and external customers, answering calls, processing requests in RentalMan, and documenting interactions in Salesforce while guiding urgent escalations with accuracy and speed. The role requires a HS diploma or GED, at least one year in customer service, basic Word and Excel, and a flexible schedule that covers weekends, nights and holidays. To stand out, tailor your resume to show strong communication, a high sense of urgency, organizational skill, attention to detail, and proven KPI results; highlight experience with CRM tools and order processing. If you’re a current Herc employee, apply via the Employee Career Portal; otherwise use the standard channel. Pay is $23-$25 per hour with comprehensive benefits.
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 2025 total revenues reaching approximately $4.4 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 609 locations and has about 9,700 employees in North America as of March 31, 2026.
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 #: 69543
Pay Range: $23.00 - $25.00 per hour
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.