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PT Customer Escalations Phone Agent - Remote -id-520

Location:
2727 N Central, Phoenix, Arizona 85004 United States of America

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customer provided information, agents assist the customer with taking a payment for a prior rental or resolving an outdated alert.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

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Rate of pay: $16/hr

(Note: Hourly base pay rate may be higher, depending on state or local minimum wage laws.)

Schedules:

Part Time - Provide at least 25 hours of availability per week (at least 6 on Saturday). Select availability from the current shifts (all in Arizona time). Priority will be given when providing availability on Monday, Wednesday, Thursday, Friday, and Saturday.

  • Monday, Wednesday, Thursday, Friday, Saturday: 5:00am - 8:00pm



  • Sunday and Tuesday off



  • 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.



Part-Time Benefits include:

  • Medical Reimbursement Indemnity Plan, Rx Savings Plus Discount Plan, Dental Plan, Vision Plan, Retirement Savings 401(k) Plan.



This Job Might Be For You If:

  • 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.



Minimum Qualifications:

  • Minimum 6+ months customer service experience
  • Dual monitors are required
  • Hard wired to internet
  • 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.



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
  • AM Class: 8am-2pm OR PM Class: 2pm-8pm
  • 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.
  • 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.
  • Dependent and child-care arrangements must be made as if you were working at a U-Haul site.
  • All work duties including education must be performed at your home address.
  • If you want to switch or substitute computers at any time, manager approval is required in advance.
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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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