Remote Live Verification Agent - Part Time

U-Haul•Phoenix, AZ

21h•Remote

About The Position

Part-Time Live Verify Phone Agents work with customers who opt to rent with U-Haul using our Truck Share 24/7 program. Customers process their rental and dispatch through the U-Haul app on their smart phone. PT Live Verify Phone Agents review the customer's information and are responsible for ensuring that everything meets the required standards to rent before approving the rental dispatch. This position requires receiving inbound calls and making outbound calls and interacting with the customer via chat to explain and/or obtain the required information to rent. At the same time, you will be helping multiple customers digitally or via chat.

Requirements

Must pass Computer Specs test.
Must pass Facial Recognition Assessment.
Must complete Citeria Assessments: Tech Skills + Game.
Good listening, verbal, and written communication skills in English.
Inbound call/phone experience (high volume highly preferred).
Excellent customer service skills with 1 year of phone customer service experience.
Technically savvy preferred.
Logic, reasoning, time management, and facial recognition skills.
Proficiency, attention to detail, and interpersonal skills.
Ability to multitask and assist multiple customers at one time (online sessions).
Once trained for phones agents will be required to simultaneously assist customers online and on inbound phone calls.
Reasonable and predictable attendance.
A quiet, private work area.
Dependent and child-care arrangements must be made as if you were working at a U-Haul site.
Operating System: Windows 11
RAM: 16GB minimum (32GB recommended)
Processor: CPU benchmark score of 6,000 minimum (10,000 recommended)
Storage: SSD with at least 5GB free space
Webcam (external or built-in)
USB headset (wired)
Internet Speeds: Ping under 100, Download 50MB minimum (100MB recommended), Upload 5MB minimum (10MB recommended).
Must not use nicotine products.
Must apply on the computer you plan to work from.
Must be available to work holidays.
Must work Saturday and Sunday.
Must have camera on and microphone unmuted during training/meetings.

Nice To Haves

High volume inbound call/phone experience.
Technically savvy.

Responsibilities

Claim sessions for customers doing business with us via Truck Share 24/7.
Review each session for accuracy while answering any questions the customer may have.
Determine the proper course of action utilizing instructional materials reviewed.
Make outbound calls for verification of alternate contacts.
Communicate with the customer via phone or chat in an efficient and courteous manner.
Ensure compliance with the U-Haul policies in order to retain customer loyalty and prevent the re-occurrence of objections.
Review telephone, mail, and internet procedures for each communication received and respond a reply to each assigned customer with a specific time frame.
Listen to customer concerns, documenting them and resolving when able.
Assist multiple customers digitally or via chat.
Receive inbound calls and make outbound calls.
Interact with the customer via chat to explain and/or obtain the required information to rent.
Be present during Education training classes or meetings with your camera on and microphone unmuted.
Perform all work duties including education at your home address.