Customer Service Escalation Phone Rep (Part Time)

U-Haul • Phoenix, AZ

2d • Remote

About The Position

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customer provided information, agents assist the customer with taking a payment for a prior rental or resolving an outdated alert.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

Requirements

• 35-40 WPM (words per minute) score on typing assessment
• Minimum 6 months customer service experience
• 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.
• 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.
• Computer requirements and internet speed will be verified, if interviewed.
• 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 6,000 (Minimum) or higher (Recommended: 10,000)
• Mac processor must be Intel Core i5 or higher, M chips acceptable
• SSD internal storage with 5GB (Minimum) free space
• Webcam (external or built in)
• USB headset (wired)
• Dual monitors
• Ping under 100
• 50MB (Minimum) download speed (Recommended: 100MB)
• 5MB (Minimum) upload speed (Recommended: 10MB)
• The work involves light physical exertion, including sitting for long periods, focusing on a computer screen, and taking phone calls using a wired headset.

Nice To Haves

• 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.

Responsibilities

• Assist customers calling and chatting in who have received notification pertaining to a past rental or previous transaction.
• Using customer provided information, 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.
• Get the customer back on the road!

Benefits

• Exclusive U-Haul Benefits Designed for Your Success
• Benefits to support their physical, financial, and emotional wellness.
• Career path planning and continued education assists employees with their professional goals.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed