Customer Service Escalation Phone Rep (Part Time)

Scheduling Requirements: Part Time - Provide at least 25 hours of availability per week (at least 6 on Saturday).  Select availability from the current shifts (all in Arizona time). Priority will be given when providing availability on Tuesday, Thursday, Friday, and Saturday.

• 5:00am-11:00am (Off: Mon and Wed)
• 6:00am-12:00pm (Off: Mon and Wed, or Mon and Sun)
• 7:00am-1:00pm (Off: Mon and Wed, or Mon and Sun)
• 8:00am-2:00pm (Off: Mon and Sun)
• 9:00am-3:00pm (Off: Mon and Sun)
• 10:00am-4:00pm (Off: Mon and Sun)
• 12:00pm-6:00pm (Off: Mon and Sun)
• 4:00pm-10:00pm (Off: Mon and Sun)

• You must be available to work holidays in order to provide support for our customers year-round. You may be scheduled to meet the Team and business needs.

This job might be for you if:

• You enjoy helping people, have an outgoing personality and have a customer-focused attitude.

• You thrive in a fast-paced environment with a focus on quality and attention to detail.

• You live for a challenge, are goal oriented, be willing to learn different systems, and easily navigate between multiple screens.

• You communicate efficiently through an instant messaging program.

• You can work independently delivering practical solutions and you thrive in a collaborative team environment.

Minimum Qualifications:

• Minimum 6 months customer service experience

• Friendly and Caring Tone

• Engage with customers in a friendly, approachable manner.

• Support a positive environment for customer interactions.

• Knowledgeable Care for Various Customer Needs

• Maintain a deep understanding of our products and services to offer tailored solutions.

• Anticipate customer needs and offer proactive service.

• Ability to Display Empathy in Adverse Environments

• Show empathy and understanding when assisting with customer concerns.

• Maintain composure in challenging situations, providing thoughtful and helpful solutions.

• Efficiency in Navigation

• Navigate multiple software applications and systems with speed and accuracy.

• Employ quick problem-solving skills to provide efficient solutions.

• Typing and Language Skills

• Possess a normal typing speed, ensuring accurate data entry.

• Strong spelling and grammar skills for professional written communication.

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 9:00am-3:00pm or 3:00pm-9:00pm

• Includes instructor-led concept courses along with self-lead courses to be completed.

• Certain concept/education courses may be scheduled outside your availability; therefore, some flexibility within the initial education period is necessary.

• These courses will be leveraged with the support described above to empower you to confidently take live customer calls, beginning with your very first concept.

The following is required to work from home:

• You must have a quiet, private work area.

• Dependent and child-care arrangements must be made as if you were working in-person at a U-Haul facility.  This position does not allow flexibility to be on-call care for others during work hours.

• All work duties, including initial education, must be performed at your home address.

• If you want to switch or substitute computers at any time, Manager approval is required.

The following technical requirements must be met to work from home:

*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)

The following is not permitted due to compatibility, performance, security, or other concerns:

• Mobile hot-spot, tethering, satellite Internet, or similar.

• Using a Proxy server or third-party network.

• Computer stick or similar device.

• Rental, rent-to-own, or public computer/laptop.

• Working in a public place or using public Internet.

• Unsecure Wi-Fi / Wi-Fi not managed by the Team Member.

• Running non-work-related programs while working.

• Having any other anti-virus installed/in use on your computer while working other than the Company provided anti-virus.