Customer Service Agent - Phoenix, United States - U-Haul

Description

Location:

2727 N Central Ave, Phoenix, Arizona 85004 United States of America

Purpose of Job

Are you an active listener, critical thinker and a problem solver? Are you looking for a company with tremendous growth opportunities? Do you enjoy assisting customers on the phone?

If you answered yes to all these questions, this opportunity may be for you

In this role, you will take incoming calls from customers while crafting acceptable solutions to address their needs. You will also assist with providing product knowledge and answering specialized support questions. Customer Service Agents are vital to our customers' overall U-Haul experience, and are valued members of Team U-Haul.

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 support from Senior Agents.

Customer Service training is three to five weeks, including 11 instructor-led concept courses. Certain concept-education courses may be scheduled outside your availability; therefore, some flexibility within the initial education period is a must. 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.

Minimum Qualifications:

• 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.

Perks of joining the U-Haul Team

Compensation: U-Haul offers Customer Service Agents an hourly base pay of $14.00, or $15.00 for Bilingual Agents. Your base pay will increase as you learn and acquire additional job duties, and merit increases are given periodically based on performance.

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

Benefits: At U-Haul our part time Team Members enjoy benefits to support their physical, financial, and emotional wellness. Additionally, our career path planning and continuing education assists employees with their professional goals.

U-Haul Offers:

• Career stability
• Opportunities for advancement
• Mindset App Reimbursement
• Gym Reimbursement Program
• Health insurance & Prescription plans if eligible
• Paid holidays, vacation, and sick days if eligible
• Life insurance
• MetLaw Legal program
• MetLife auto and home insurance
• Discounts on Apple products, Dell computers, cell phone plans, hotels, and more
• 401(k) Savings Plan
• Employee Stock Ownership Plan (ESOP)
• 24-hour physician available for kids
• Dental & Vision Plans
• Business travel insurance
• You Matter EAP
• LifeLock Identity Theft Protection
• Critical Illness/Group Accident Insurance
• Dave Ramsey's SmartDollar Program

Scheduling Requirements:

• Below are the available shifts (all in Arizona time).
• Monday, Tuesday, Wednesday, Friday: 12:00pm-6:00pm
• Saturday: 3:00pm-8:00pm
• Available to work at least four days a week (one of which must be a weekend day - Saturday or Sunday, but both is preferred).
• Provide at least 20 hours of availability per week (8 of which must be on the weekend).
• Working holidays are required in order to provide support for our customers year-round. You may be scheduled to meet the Team and business needs.

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 10 or 11
• 8GB of RAM/memory or higher
• Processor must have CPU benchmark score of 2,000 or higher
• Additional Hardware:
• Webcam (external or built in is ok)
• USB headset (wired)
• Internet speeds:
• Ping under 100
• 10mb download
• 5mb upload

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

• MAC Operating Systems
• 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

U-Haul Holding Company, and its family of companies including U-Haul International, Inc. ("U-Haul"), continually strives to create a culture of health and wellness. Consistent with applicable state law, U-Haul will not hire or re-hire individuals who use nicotine products. The states in which U-Haul will decline to hire nicotine users are: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia, and Washington. U-Haul has observed this hiring practice since February 1, 2020 as part of our commitment to a healthy work environment for our team.

U-Haul is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.

Since 1945, U-Haul has been serving do-it-yourself movers and their households. Like many other successful ventures, the concept for U-Haul was generated out of need. After World War II, there existed the widespread need for do-it-yourself moving equipment that would be available on a one-way, nationwide basis. U-Haul co-founders L.S. "Sam" Shoen and his wife, Anna Mary Carty Shoen, recognized that need and acted upon it. Their visionary approach spread the cost of ownership among many users, facilitating the mobility of the populations of the U.S. and Canada. The covered wagon of the pioneers morphed into orange U-Haul trailers. In the process, an industry was born.