Bilingual Spanish Live Verify Agent - Part Time (Remote)

Part-Time Live Verify Phone Agents work with customers who opt to rent with U-Haul using our Truck Share 24/7 program. Customers process their rental and dispatch through the U-Haul app on their smart phone.

About the role

Bilingual Spanish Live Verify Phone Agents review the customer's information and are responsible for ensuring that everything meets the required standards to rent before approving the rental dispatch. This position requires receiving inbound calls and making outbound calls and interacting with the customer via chat in both Spanish and English to explain and/or obtain the required information to rent. At the same time, you will be helping multiple customers digitally or via chat.

Responsibilities

• Claim sessions for customers doing business with us via Truck Share 24/7.
• Review each session for accuracy while answering any questions the customer may have.
• Determine the proper course of action utilizing instructional materials reviewed.
• Make outbound calls for verification of alternate contacts.
• Communicate with the customer via phone or chat in an efficient and courteous manner.
• Ensure compliance with the U-Haul policies in order to retain customer loyalty and prevent the re-occurrence of objections.
• Review telephone, mail, and internet procedures for each communication received and respond a reply to each assigned customer within a specific time frame.
• Listen to customer concerns, documenting them and resolving when able.
• Once trained, simultaneously assist customers online and on inbound phone calls.

Requirements

• Must be fluent in both Spanish and English.
• Good listening, verbal, and written communication skills in English.
• Inbound call/phone experience (high volume highly preferred).
• Excellent customer service skills with 1 year of phone customer service experience.
• Technically savvy preferred.
• Logic, reasoning, time management, and facial recognition skills.
• Proficiency, attention to detail, and interpersonal skills.
• Ability to multitask and assist multiple customers at one time (online sessions).
• Reasonable and predictable attendance.
• Must have a quiet, private work area.
• Required to be present during education training classes or meetings with your camera on and microphone unmuted.
• Dependent and child-care arrangements must be made as if you were working at a U-Haul site.
• All work duties including education must be performed at your home address.
• If you want to switch or substitute computers at any time, manager approval is required in advance.

Technical Requirements

• Operating System: Windows 11
• RAM: 16GB minimum (32GB recommended)
• Processor: CPU benchmark score of 6,000 minimum (10,000 recommended)
• Storage: SSD with at least 5GB free space
• Additional Hardware: Webcam (external or built-in), USB headset (wired)
• Internet Speeds:
  • Ping: under 100
  • Download: 50MB minimum (100MB recommended)
  • Upload: 5MB minimum (10MB recommended)

To be considered, your application must include screenshots of your results for the Computer Specs test (must pass) and Facial Recognition Assessment, as well as completion of the Tech Skills and GameIt Criteria Assessments.

Training / Education

One week of training is instructor led with accelerated classroom education and hands-on education in small groups. After initial education, you will be working independently with additional continued education courses, counseling, and coaching from the leadership team.

• Class Schedules:
• Tuesday, Wednesday, Friday - 9:00am-1:00pm Arizona time
• Tuesday, Wednesday, Friday - 4:00pm-8:00pm Arizona time

Schedule

• Shifts are in high demand on a first come, first serve basis.
• Must be available to work holidays.
• 25 hours of availability per week required.
• Saturday and Sunday are required (6 hours each day).
• Options for days off: Scattered days off (Monday, Tuesday, Wednesday, Thursday, and/or Friday).
• High Priority Shift: 5:00pm-11:00pm Arizona time.

Pay

Starting pay is $16.00 per hour, with the opportunity to earn up to $19.00 per hour within the first 6 months based on performance. (Note: Hourly base pay rate may be higher, depending on state or local minimum wage laws.)

Benefits

• Medical Reimbursement Indemnity Plan
• Rx Savings Plus Discount Plan
• Dental Plan
• Vision Plan
• Retirement Savings 401(k) Plan

Applications are not currently accepted from residents of: CA, CO, MD, MA, OR, RI, WA, or the District of Columbia or outside of the US.

To ensure a fair and consistent evaluation process, candidates are expected to complete all interviews and assessments independently and without the use of artificial intelligence tools. Use of AI throughout the application and recruiting process may result in removal from consideration.