U-Box Customer Experience Manager

U-Haul • Phoenix, AZ

3d

About The Position

We are seeking a dynamic and detail-oriented U-Box Customer Experience Manager to lead and support a high-performing team dedicated to resolving escalated customer issues related to the U-Box program. The ideal candidate will have strong leadership skills, a passion for customer service, and a proven track record of driving operational improvements and managing projects that enhance the overall customer experience. As the Customer Experience Manager, you will oversee the team responsible for managing escalated customer concerns, while ensuring seamless communication and resolution for complex issues. Additionally, you will play a key role in driving customer experience initiatives, improving processes, and leveraging tools like Salesforce to enhance customer service operations.

Requirements

• 3-5 years of experience in customer service, marketing, or the U-Box program in general.
• Analytical mindset with a strong ability to interpret data and apply insights to improve processes and customer outcomes.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and internal teams.

Nice To Haves

• Experience managing development requests for Salesforce and other applications a plus.

Responsibilities

• Lead and mentor a team of Customer Experience Specialists handling escalated U-Box customer inquiries, ensuring exceptional service and timely resolution.
• Establish and monitor KPIs and team performance metrics.
• Lead and oversee projects aimed at improving the U-Box program, including Salesforce-driven initiatives to improve customer support processes and automate manual workflows.
• Use data and feedback to continuously refine processes, tools, and resources that contribute to a better customer experience.
• Collaborate with software development, operations, and other teams to ensure the U-Box customer journey is seamless from start to finish.
• Regularly assess team performance, identify areas for improvement, and generate reports to measure success and areas of opportunity.

Benefits

• Full Medical coverage
• Prescription plans
• Dental & Vision Plans
• New indoor fitness gym
• Gym Reimbursement Program
• Registered Dietitian Program
• Weight Watchers
• Onsite medical clinic for you and your family
• Career stability
• Opportunities for advancement
• Valuable on-the-job training
• Tuition reimbursement program
• Free online courses for personal and professional development at U-Haul University®
• Business and travel insurance
• You Matter Employee Assistance Program
• Paid holidays, vacation, and sick days
• Employee Stock Ownership Plan (ESOP)
• 401(k) Savings Plan
• Life insurance
• Critical Illness/Group Accident
• 24-hour physician available for kids
• MetLaw Legal program
• MetLife auto and home insurance
• Mindset App Program
• Discounts on cell phone plans, hotels, and more
• LifeLock Identity Theft
• Savvy consumer wellness programs - from health care tips to financial wellness
• Dave Ramsey’s SmartDollar Program
• U-Haul Federal Credit Union
• Wellness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees