Customer Service Escalation Phone Rep- Part Time

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 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customer provided information, agents assist the customer with taking a payment for a prior rental or resolving an outdated alert.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!

Rate of pay: $16/hr

(Note: Hourly base pay rate may be higher, depending on state or local minimum wage laws.)

Schedules:

PT with 20 hours of availability per week. Weekends and Holidays are required. Can select availability from the current shifts:

Monday through Saturday:

• 4am to 9am AZ

• 9am to 2pm AZ

• 2pm to 7pm AZ

Sundays:

• 8am to 12pm

• 12pm to 4pm

Part-Time Benefits include:

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

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

• Dual monitors are required

• Hard wired to internet

• 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 1:00pm- 4:00pm

• 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 mustbe 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.

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

• Have a wired USB headset with a microphone - adapters are not acceptable.

• Have a web cam for use interacting with your manager. Not for use with customers.

• Webcam on laptop is acceptable.

• Have dual monitors

• Have minimum Internet speed requirements: 10MB down / 5MB up.

• Check your Internet speed at http://uhaul.speedtestcustom.com/.

• Be sure to click the dropdown menu below the GO button and choose any server in Phoenix, AZ.

• Windows or Mac OS allowed;

• If Windows then Windows 10 is required.

• If Mac then Mojave or newer is required.

• Minimum RAM requirements: 8GB of RAM or greater.

• Minimum processor requirement for Windows OS: CPU score of 2000 or greater.

• To find processor name - right click on Windows logo (lower left corner home screen) and select ‘System’.

• Go to this website. https://www.cpubenchmark.net/cpu_list.php

• Type name of your processor in the space provided (do not copy/paste).

• The number in the first column is the CPU mark (this is your CPU or processor score).

• Minimum processor requirement for Mac: Core i5 processor or greater.

• To find processor name - open Apple menu and click About This Mac then click System Report.

• Windows OS Users should have the following installed:

• Adobe Reader (set to default PDF viewer). Important: If new install uncheck the option to install McAfee anti-virus.

• Web browsers: Internet Explorer, Google Chrome, and Microsoft Edge (Internet Explorer is preferred).

• Mac OS Users should have the following installed:

• MacOS Preview (should be pre-installed on Mac OS).

• Web browsers: Firefox, Safari, and Google Chrome (Chrome is preferred).

• Once hired install and use the required Company software including a Company provided anti-virus software.

• Use of a Wi-Fi is permitted if it meets all security-related criteria. If security requirements are not met and/or Wi-Fi is determined to cause tech difficulty a hard-wired connection will be required.

The following arenot permitted when working from home due to compatibility, performance, security, or other concerns:

• A wireless or non-USB headset.

• A PC/laptop or Internet that does not meet requirements.

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

• Using a Proxy server or third-party network.

• Computer stick or similar device.

• Windows: XP, 7 or 8, and Vista operating systems.

• Mac: High Sierra or older operating systems.

• 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 antivirus