Customer Service Agent (Part Time, Remote)

Are you an active listener, critical thinker and a problem solver? Are you looking for a company with tremendous growth opportunities? Do you enjoy assisting customers on the phone?

If you answered yes to all of these questions, this opportunity may be for you!

In this role, you will take incoming calls from customers to resolve their concerns as well as assist with providing product knowledge and specialized support. Our Customer Service Team is vital to our customers’ experience, and you may need to work productively with other team members to craft an acceptable solution for the customers’ concerns.

U-Haul Offers Its Part-Time Customer Service Agents:

• Paid education
• Customer Service career-path options
• Part-time benefits

Training/Education:

This role is supported by practical- concept education from first-rate instructors, reinforcement education courses from our online U-Haul University, consistent engagement with your manager and team, and interactive mentorship and call support from senior agents on your team.

Customer Service training is three to four weeks, including 12 instructor-led concept courses. Certain concept-education courses may be scheduled outside your availability; therefore some flexibility within the initial education period is a must. 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.

Customer Service Agent Minimum Qualifications:

• Intermediate keyboarding and computer skills
• Ability to type 50 wpm
• Excellent written and verbal communication/comprehension
• General knowledge of U.S. geography
• Demonstrated core customer-service skills, always exhibiting customer-oriented decisions.

Scheduling:

Availability must track within the current business need (AZ Time):

• Mon. – Sun. 6 a.m. – 4 p.m. Arizona time
• Minimum single shift of 4 hours, availability of 20+ hours weekly preferred
• 8-10 hours of availability on weekends is required
• Availability to work holidays is required
• Customer Service phone teams are open 365 days a year, 4 a.m. – Midnight AZ time

A note about how we schedule: We schedule based on customer demand (customer-centric scheduling). You might be requested to consider changing your working hours during seasonal shifts in customer demand.

Pay Structure:

• Hourly base $14/hr. ($15/hr. bilingual) no bonus
• Base pay increases as you learn and acquire additional job duties
• Merit increases based on performance

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

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
• Opportunities for advancement
• Mindset App Reimbursement
• Gym Reimbursement Program
• Health insurance & Prescription plans if eligible
• Paid holidays, vacation, and sick days if eligible
• Life insurance
• MetLaw Legal program
• MetLife auto and home insurance
• Discounts on Apple products, Dell computers, cell phone plans, hotels, and more
• 401(k) Savings Plan
• Employee Stock Ownership Plan (ESOP)
• 24-hour physician available for kids
• Dental & Vision Plans
• Business travel insurance
• You Matter EAP
• LifeLock Identity Theft Protection
• Critical Illness/Group Accident Insurance
• Dave Ramsey’s SmartDollar Program

You will be required to provide a USB headset for this position.

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.
• All work duties, including initial education, must be performed at your home address.
• If you want to switch or substitute computers at any time, your manager’s approval will be required.

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

• Computer requirements and internet speed will be verified, if interviewed.

• A USB headset with a microphone.
• Web cam for use during education, interacting with your manager and team members (not for use with customers).
• Minimum Internet speed requirements: 10 MB down/5 MB up.
  • Check your Internet speed at speedtestcustom.com. Click the drop-down menu’s GO BUTTON below GO button and choose a Phoenix, AZ server.

• Windows 10 OS or 11 OS required.
• Minimum RAM requirements: 8 GB of RAM or greater.
• Windows OS processor requirement: CPU (aka processor) score of 2000 or greater.
  • To find processor name - right click on the Windows logo (in the lower-left corner of the home screen) and select “System.”
  • Go to this website. Type name of your processor in the space provided. (Do not copy and paste.)
  • The number in the first column is the CPU mark. (This is your CPU or processor score.)

• Should have the following Web browsers installed: Google Chrome, FireFox and Microsoft Edge. (Google Chrome is preferred.)
• A secure, Wi-Fi connection owned/managed by the team member is permitted but a hard-wired connection is preferred. NO public or open networks allowed. Complex password and strong encryption (WPA2 only) required. Default router admin. password must be changed. If Wi-Fi is determined to cause technical difficulty, a hard-wired connection will be required.
• Antivirus and (PCI) standards. Payment Card Industry (PCI) requires you to install and use the Company-provided antivirus software and have no other antivirus software installed/in use on your computer while conducting education or working.
• Company programs must be installed on your computer as required to do business. Diagnostic information related to PCI and technical requirements is collected. No other information is collected. Download and installation of any Company program/software should always occur while clocked-in and being paid.
• Technical difficulties associated with the team member computer or ISP such as malware, virus, hardware failure, CPU usage, ISP connectivity or speed, or unidentifiable cause are the responsibility of the team member to correct in a timely manner in order to continue employment.

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

• MAC operating systems
• Mobile hot-spot, tethering, satellite Internet or similar
• Using a proxy server or third-party network
• Computer stick or similar device
• Rental, rent-to-own or public computer/laptop
• Working in a public place or using public Internet
• Unsecured Wi-Fi/Wi-Fi not managed by the team member
• Running nonwork-related programs while working
• Having any other antivirus installed/in use on your computer while working other than the Company-provided antivirus programs

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.

About Us

Since 1945, U-Haul has been serving do-it-yourself movers and their households. Like many other successful ventures, the concept for U-Haul was generated out of need. After World War II, there existed the widespread need for do-it-yourself moving equipment that would be available on a one-way, nationwide basis.

U-Haul co-founders L.S. "Sam" Shoen and his wife, Anna Mary Carty Shoen, recognized that need and acted upon it. Their visionary approach spread the cost of ownership among many users, facilitating the mobility of the populations of the U.S. and Canada. The covered wagon of the pioneers morphed into orange U-Haul trailers. In the process, an industry was born.

AMERCO and its family of companies, including U-Haul, have strived to create a culture of health and wellness. As of February 1, 2020, and consistent with applicable law, no AMERCO or U-Haul company will hire individuals in states where it may lawfully decline to hire individuals who use nicotine products (Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia and Washington). This policy will not apply to team members hired before February 1, 2020.