Customer Service Escalation Phone Rep (Part Time)

U-Haul•Phoenix, AZ

8d•$16 - $19•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customer provided information, agents assist the customer with taking a payment for a prior rental or resolving an outdated alert.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! 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. 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.

Requirements

35-40 WPM (words per minute) score on typing assessment
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
Typing and Language Skills
Possess a normal typing speed, ensuring accurate data entry.
Strong spelling and grammar skills for professional written communication.
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)
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.
Candidates are expected to complete all interviews and assessments independently and without the use of artificial intelligence tools (including AI-generated responses, prompts, or real-time assistance).

Nice To Haves

Active listener
Critical thinker
Enjoy solving problems
Company with tremendous growth opportunities
Enjoy assisting customers on the phone and by chat
Outgoing personality
Customer-focused attitude
Thrive in a fast-paced environment with a focus on quality and attention to detail
Live for a challenge
Goal oriented
Willing to learn different systems
Easily navigate between multiple screens
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.
Engage with customers in a friendly, approachable manner.
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.
Ensure accurate data entry.
Communicate efficiently through an instant messaging program.
Work independently delivering practical solutions.
Take phone calls using a wired headset.