Customer Service Escalation Phone Rep (Part Time)

About the role

The eAlert department is seeking talented team members to join our dynamic department. Agents assist customers calling and chatting in 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customer provided information, agents assist the customer with taking a payment for a prior rental or resolving an outdated alert.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!

Responsibilities

• Assist customers calling and chatting in who have received notification pertaining to a past rental or previous transaction.
• Avoid typing errors and ensure accurate data entry.
• Offer tailored solutions based on customer needs.
• Show empathy and understanding when assisting with customer concerns.
• Navigate multiple software applications and systems with speed and accuracy.
• Provide efficient solutions using quick problem-solving skills.

Requirements

• Minimum 6 months customer service experience.
• Typing speed of 25-40 WPM.
• Computer specifications: Windows 11 or MacOS 13 Ventura or newer, 16GB (Minimum) of RAM/memory or higher, Windows processor must have CPU benchmark score of 6,000 (Minimum) or higher, 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: light physical exertion, including sitting for long periods, focusing on a computer screen, and taking phone calls using a wired headset.

Qualifications

• Communicate efficiently through an instant messaging program.
• Work independently delivering practical solutions.
• Thrive in a fast-paced environment with a focus on quality and attention to detail.
• Live for a challenge, be goal-oriented, and easily navigate between multiple screens.
• Have an outgoing personality and a customer-focused attitude.
• Enjoy helping people and thrive in a collaborative team environment.

Skills

• Customer service experience.
• Ability to type at a speed of 25-40 WPM.
• Knowledge of various customer needs and the ability to offer proactive service.
• Quick problem-solving skills.
• Ability to navigate multiple software applications and systems with speed and accuracy.
• Effective communication through an instant messaging program.
• Ability to work independently and deliver practical solutions.

Benefits

• Exclusive U-Haul benefits designed for your success.
• Career path planning and continued education to assist employees with their professional goals.

Pay

Can earn $16-19 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.)

Schedule

Part Time team members must be available to work at least 32 hours per week, Monday - Sunday (includes 8.5 hours on either Friday, Saturday, or Sunday). The total number of hours scheduled each week will be based on business needs. Shifts between 6:00 AM - 7:00 PM Arizona time (Friday, Saturday, and Sunday are required). Working holidays is required to provide support for Customers year-round. On said holidays, scheduling outside your availability to meet business needs may be required.