Job Description

U-Haul Part-Time Spanish-Bilingual Live Verify Phone Agents

Location: 2727 N Central Ave, Phoenix, Arizona 85004 United States of America Part-Time Spanish-Bilingual 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. Spanish-Bilingual 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.

Interested in moving forward? Please apply on the computer you plan to work from rather than your cell phone. Otherwise, you risk your application being denied. MUST be included in your application in order to be considered:

• Screenshot of your results for the Computer Specs test- Must pass in order to be considered
• Screenshots of your scores for the Facial Recognition Assessment- Must pass 80% in order to be considered
• Complete your Computer Literacy and Typing Assessment
• It is IMPERATIVE that you carefully read and follow the details and instructions listed regarding the tech requirements.

Rate of pay: $16.50/hr (Note: Hourly base pay rate may be higher, depending on state or local minimum wage laws.)

How schedules work:

• Shifts are in high demand- first come, first serve basis
• You must be available to work holidays
• 25 hours of availability per week
• Friday, Saturday, and Sunday are required/6 hours on Saturday and 6 hours on Sunday

September shift needs:

• Start date, 11/4,11/11,11/18
• Must work Fri, Sat, Sun
• Options for days off: Scattered days off- Mon-Thurs
• High Priority Shift 1- 1pm-10pm AZ
• High Priority Shift 2- 10am- 4pm AZ
• Low Priority Shift 3- 5am-11am AZ
• Low Priority Shift 4- 7am-2pm AZ

Part-Time Benefits include:

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

Essential Functions:

• 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.

Requirements:

• Good listening, verbal, and written communication skills in both English and Spanish.
• 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.

Training / Education:

• Class start dates- Tuesday, 11/4,11/11,11/18
• One week of training is instructor led with accelerated classroom education and hands-on education in small groups. After initial education, you will be working independently with additional continued education courses, counseling, and coaching from the leadership team.
• Class Schedules:
• Tues, Wed, Fri - 9am-1pm AZ Time
• Tues, Wed, Fri- 4pm-8pm AZ Time

The following is required to work from home:

• You must have a quiet, private work area.
• Required to be present during Education training classes or meetings with your camera on and microphone unmuted.
• 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.

Technical Requirements:

• 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

Additional Hardware:

• Webcam (external or built-in)
• USB headset (wired)

Internet Speeds:

• Ping: under 100
• Download: 50MB minimum (100MB recommended)
• Upload: 5MB minimum (10MB recommended)

Applications are not currently accepted from Residents of: WA, CA, CO, MD, NM, WA, or the District of Columbia or outside of the US. U-Haul Holding Company, and its family of companies including U-Haul International, Inc. ("U-Haul"), continually strives to create a culture of health and wellness. Consistent with applicable state law, U-Haul will not hire or re-hire individuals who use nicotine products. The states in which U-Haul will decline to hire nicotine users are: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia, and Washington. U-Haul has observed this hiring practice since February 1, 2020 as part of our commitment to a healthy work environment for our team. U-Haul is an equal opportunity employer. All applicants 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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