Customer Service Escalation Phone Rep (Part Time)

U-Haul•Phoenix, AZ

21h•Remote

About The Position

The eAlert department is seeking talented team members to assist customers calling and chatting in who have received notifications pertaining to a past rental or previous transaction. Agents use customer-provided information to help with taking payments for prior rentals or resolving outdated alerts. The goal is to craft acceptable solutions to address customer needs and get them back on the road.

Requirements

35-40 WPM (words per minute) score on typing assessment
Available to work at least 32 hours per week, Monday - Sunday (includes 8.5 hours on either Friday or Saturday)
Shifts between 6:00 AM - 7:00 PM (Arizona time) with a priority on Thursday, Friday, Saturday, and Sunday (both Friday and Saturday are required)
Working holidays is required to provide support for Customers year-round
Minimum 6 months customer service experience
Friendly and Caring Tone
Knowledgeable Care for Various Customer Needs
Ability to Display Empathy in Adverse Environments
Efficiency in Navigation
Possess a normal typing speed, ensuring accurate data entry
Strong spelling and grammar skills for professional written communication
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
All work duties, including initial education, must be performed at your home address
Computer requirements and internet speed will be verified, if interviewed
Computer Specifications: Windows 11 or MacOS 13 Ventura or newer
Computer Specifications: 16GB (Minimum) of RAM/memory or higher (Recommended: 32GB)
Computer Specifications: Windows processor must have CPU benchmark score of 6,000 (Minimum) or higher (Recommended: 10,000)
Computer Specifications: Mac processor must be Intel Core i5 or higher, M chips acceptable
Computer Specifications: SSD internal storage with 5GB (Minimum) free space
Additional Hardware: Webcam (external or built in)
Additional Hardware: USB headset (wired)
Additional Hardware: Dual monitors
Internet Speeds: Ping under 100
Internet Speeds: 50MB (Minimum) download speed (Recommended: 100MB)
Internet Speeds: 5MB (Minimum) upload speed (Recommended: 10MB)
Complete all interviews and assessments independently and without the use of artificial intelligence tools
Will not hire or re-hire individuals who use nicotine products in Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia, and Washington

Nice To Haves

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

Responsibilities

Assist customers calling and chatting in who have received notification pertaining to a past rental or previous transaction
Assist the customer with taking a payment for a prior rental or resolving an outdated alert
Craft acceptable solutions to address our customer's needs
Engage with customers in a friendly, approachable manner
Support a positive environment for customer interactions
Maintain a deep understanding of our products and services to offer tailored solutions
Anticipate customer needs and offer proactive service
Show empathy and understanding when assisting with customer concerns
Maintain composure in challenging situations, providing thoughtful and helpful solutions
Navigate multiple software applications and systems with speed and accuracy
Employ quick problem-solving skills to provide efficient solutions
Perform all work duties, including initial education, at your home address