Customer Service Escalations Agent

Are you an active listener, critical thinker, and enjoy solving problems? Are you looking for a company with tremendous growth opportunities? Do you enjoy assisting customers on the phone and by chat? If so, this opportunity may be for you! 

The eAlert department is seeking talented team members to join our dynamic department. 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customer provided information, agents assist the customer with taking a payment for a prior rental or resolving an outdated alert.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! 

Must be included in your application to be considered: 35-40 WPM (words per minute) score on typing assessment 

Rate of Pay: $16/hour (Note: Hourly base pay rate may be higher, depending on state or local minimum wage laws.) 

Scheduling Requirements: Part Time – Provide at least 25 hours of availability per week (12 of which must be on the weekend – 6 Saturday and 6 Sunday). Select availability from the current shifts (all in Arizona time). Priority will be given when providing availability on Thursday. 

• Monday-Sunday: 7:00am-5:30pm 

Monday-Sunday: 7:00am-5:30pm 

• You must be available to work holidays in order to provide support for our customers year-round. You may be scheduled to meet the Team and business needs. 

You must be available to work holidays in order to provide support for our customers year-round. You may be scheduled to meet the Team and business needs. 

Benefits: At U-Haul our part time Team Members enjoy benefits to support their physical, financial, and emotional wellness. Additionally, our career path planning and continuing education assists employees with their professional goals. 

U-Haul Offers: 

• Career stability 

Career stability 

• Opportunities for advancement 

Opportunities for advancement 

• Mindset App Reimbursement 

Mindset App Reimbursement 

• Gym Reimbursement Program 

Gym Reimbursement Program 

• Health insurance & Prescription plans if eligible 

Health insurance & Prescription plans if eligible 

• Paid holidays, vacation, and sick days if eligible 

Paid holidays, vacation, and sick days if eligible 

• Life insurance 

Life insurance 

• MetLaw Legal program 

MetLaw Legal program 

• MetLife auto and home insurance 

MetLife auto and home insurance 

• Discounts on Apple products, Dell computers, cell phone plans, hotels, and more 

Discounts on Apple products, Dell computers, cell phone plans, hotels, and more 

• 401(k) Savings Plan 

401(k) Savings Plan 

• Employee Stock Ownership Plan (ESOP) 

Employee Stock Ownership Plan (ESOP) 

• 24-hour physician available for kids 

24-hour physician available for kids 

• Dental & Vision Plans 

Dental & Vision Plans 

• Business travel insurance 

Business travel insurance 

• You Matter EAP 

You Matter EAP 

• LifeLock Identity Theft Protection 

LifeLock Identity Theft Protection 

• Critical Illness/Group Accident Insurance 

Critical Illness/Group Accident Insurance 

• Dave Ramsey’s SmartDollar Program 

Dave Ramsey’s SmartDollar Program 

This job might be for you if: 

• You enjoy helping people, have an outgoing personality and have a customer-focused attitude. 

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 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 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 communicate efficiently through an instant messaging program. 

• You can work independently delivering practical solutions and you thrive in a collaborative team environment. 

You can work independently delivering practical solutions and you thrive in a collaborative team environment. 

Minimum Qualifications: 

• Minimum 6 months customer service experience

Minimum 6 months customer service experience

Friendly and Caring Tone

• Engage with customers in a friendly, approachable manner. 

Engage with customers in a friendly, approachable manner. 

• Support a positive environment for customer interactions. 

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. 

Maintain a deep understanding of our products and services to offer tailored solutions. 

• Anticipate customer needs and offer proactive service. 

Anticipate customer needs and offer proactive service. 

Ability to Display Empathy in Adverse Environments

• Show empathy and understanding when assisting with customer concerns. 

Show empathy and understanding when assisting with customer concerns. 

• Maintain composure in challenging situations, providing thoughtful and helpful solutions. 

Maintain composure in challenging situations, providing thoughtful and helpful solutions. 

Efficiency in Navigation

• Navigate multiple software applications and systems with speed and accuracy. 

Navigate multiple software applications and systems with speed and accuracy. 

• Employ quick problem-solving skills to provide efficient solutions. 

Employ quick problem-solving skills to provide efficient solutions. 

Typing and Language Skills

• Possess a normal typing speed, ensuring accurate data entry. 

Possess a normal typing speed, ensuring accurate data entry. 

• Strong spelling and grammar skills for professional written communication. 

Strong spelling and grammar skills for professional written communication. 

Training/Education: 

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. 

• 2 weeks: Monday-Friday from 12:00pm- 6:00pm 

2 weeks: Monday-Friday from 12:00pm- 6:00pm 

• Includes instructor-led concept courses along with self-lead courses to be completed. 

Includes instructor-led concept courses along with self-lead courses to be completed. 

• Certain concept/education courses may be scheduled outside your availability; therefore, some flexibility within the initial education period is necessary. 

Certain concept/education courses may be scheduled outside your availability; therefore, some flexibility within the initial education period is necessary. 

• These courses will be leveraged with the support described above to empower you to confidently take live customer calls, beginning with your very first concept. 

These courses will be leveraged with the support described above to empower you to confidently take live customer calls, beginning with your very first concept. 

The following is required to work from home: 

• You must have a quiet, private work area. 

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. 

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. 

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. 

If you want to switch or substitute computers at any time, Manager approval is required. 

The following technical requirements must be met to work from home: 

• Computer requirements and internet speeds will be verified, if interviewed. Additional requirements may apply. 

Computer Specifications:

• Windows 11 or MacOS 13 Ventura or newer 

Windows 11 or MacOS 13 Ventura or newer 

• 16GB (Minimum) of RAM/memory or higher (Recommended: 32GB) 

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) 

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 

Mac processor must be Intel Core i5 or higher, M chips acceptable 

• SSD internal storage with 5GB (Minimum) free space 

SSD internal storage with 5GB (Minimum) free space 

Additional Hardware:

• Webcam (external or built in) 

Webcam (external or built in) 

• USB headset (wired) 

USB headset (wired) 

• Dual monitors 

Dual monitors 

Internet Speeds:

• Ping under 100 

Ping under 100 

• 50MB (Minimum) download speed (Recommended: 100MB) 

50MB (Minimum) download speed (Recommended: 100MB) 

• 5MB (Minimum) upload speed (Recommended: 10MB) 

5MB (Minimum) upload speed (Recommended: 10MB) 

The following is not permitted due to compatibility, performance, security, or other concerns: 

• Mobile hot-spot, tethering, satellite Internet, or similar. 

Mobile hot-spot, tethering, satellite Internet, or similar. 

• Using a Proxy server or third-party network. 

Using a Proxy server or third-party network. 

• Computer stick or similar device. 

Computer stick or similar device. 

• Rental, rent-to-own, or public computer/laptop. 

Rental, rent-to-own, or public computer/laptop. 

• Working in a public place or using public Internet. 

Working in a public place or using public Internet. 

• Unsecure Wi-Fi / Wi-Fi not managed by the Team Member. 

Unsecure Wi-Fi / Wi-Fi not managed by the Team Member. 

• Running non-work-related programs while working. 

Running non-work-related programs while working. 

• Having any other anti-virus installed/in use on your computer while working other than the Company provided anti-virus. 

Having any other anti-virus installed/in use on your computer while working other than the Company provided anti-virus. 

U-Haul is an equal opportunity employer. All applications for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, provincial, state, or local law. Individual accommodations are available on requests for applicants taking part in all aspects of the selection process. Information obtained during this process will only be shared on a need to know basis.

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