[Hiring] Customer Service Escalation Phone Rep @U-Haul

Role Description

Are you an active listener, critical thinker, and enjoy solving problems? Are you looking for a company with tremendous growth opportunities? Do you enjoy assisting customers on the phone and by chat? If so, this opportunity may be for you!

The eAlert department is seeking talented team members to join our dynamic department. Agents assist customers calling and chatting who have received notification pertaining to a past rental or previous transaction. Using customer provided information, agents assist the customer with taking a payment for a prior rental or resolving an outdated alert. Agent's craft acceptable solutions to address our customer's needs. Our goal is to get the customer back on the road!

Qualifications

• Minimum 6 months customer service experience
• Friendly and Caring Tone: Engage with customers in a friendly, approachable manner.
• Knowledgeable Care for Various Customer Needs: Maintain a deep understanding of our products and services to offer tailored solutions.
• Ability to Display Empathy in Adverse Environments: Show empathy and understanding when assisting with customer concerns.
• Efficiency in Navigation: Navigate multiple software applications and systems with speed and accuracy.
• Typing and Language Skills: Possess a normal typing speed, ensuring accurate data entry.

Requirements

• 35-40 WPM (words per minute) score on typing assessment
• Part Time team members must be available to work at least 32 hours per week, Monday - Sunday (includes 8.5 hours on either Friday or Saturday).
• Shifts between 6:00 AM - 8:00 PM (Arizona time) with a priority on Thursday, Friday, Saturday, and Sunday (both Friday and Saturday are required).
• Working holidays is required to provide support for Customers year-round.

Benefits

• Designed for Your Success: At U-Haul, our Part Time Team Members enjoy benefits to support their physical, financial, and emotional wellness.
• Career path planning and continued education assists employees with their professional goals.

Training/Education

This role is supported by practical concept education from first-rate instructors, reinforced with education courses from our online U-Haul University, consistent engagement with your Manager and team, and interactive mentorship and call/chat support from Advanced Agents.

• 2 weeks: Monday-Friday from 8:00am-2:00pm or 2:00pm-8:00pm
• Includes instructor-led concept courses along with self-lead courses to be completed.
• Some flexibility within the initial education period is necessary.

Technical Requirements

• Computer requirements and internet speed will be verified, if interviewed. Additional requirements may apply.
• Computer Specifications:
  • Windows 11 or MacOS 13 Ventura or newer
  • 16GB (Minimum) of RAM/memory or higher (Recommended: 32GB)
  • Windows processor must have CPU benchmark score of 6,000 (Minimum) or higher (Recommended: 10,000)
  • Mac processor must be Intel Core i5 or higher, M chips acceptable
  • SSD internal storage with 5GB (Minimum) free space
• Additional Hardware:
  • Webcam (external or built in)
  • USB headset (wired)
  • Dual monitors
• Internet Speeds:
  • Ping under 100
  • 50MB (Minimum) download speed (Recommended: 100MB)
  • 5MB (Minimum) upload speed (Recommended: 10MB)

Physical Demands

The work involves light physical exertion, including sitting for long periods, focusing on a computer screen, and taking phone calls using a wired headset.