Customer Service Escalation Phone Rep (Part Time)

Scheduling Requirements:Part Time - Provide at least 25hours of availability per week (at least6onSaturday).Select availability from the current shifts (all in Arizona time).Priority will be given when providing availabilityonTuesday 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 availabletowork holidaysin order toprovide 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 peoplehavean outgoingpersonalityandhavea 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 bewilling to learn different systems and easily navigate between multiple screens.

• You communicate efficiently through an instant messaging program.

• You can work independently delivering practicalsolutionsand you thrive in a collaborative team environment.

Minimum Qualifications:

• Minimum 6 months customer service experience

• Friendly and Caring Tone

• Engage withcustomers in a friendly approachable manner.

• Support a positive environment for customerinteractions.

• 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 whenassisting withcustomer 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

• Possessa normaltyping speed ensuringaccuratedata 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 yourManagerand team and interactive mentorship and call/chat support from Advanced Agents.

• 2 weeks:Monday-Fridayfrom9:00am-3:00pmor3:00pm-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 theinitialeducation period is necessary.

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

The following isto work from home:

• You must have a quiet privatework 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-callcarefor others during work hours.

• All work duties including initialeducation must be performed at your home address.

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

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

*Computer requirements and internet speed will be verified if interviewed.Additionalrequirements 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 6000 (Minimum) or higher (Recommended: 10000)

• 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 notpermitteddue 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 usingpublicInternet.

• 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.