Bilingual Spanish Live Verify Phone Agent

U-Haul

Only considering candidates eligible to work in the USA ⚠️

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Job Title: Bilingual- Spanish Part-Time Live Verify Agent

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

Must be fluent in Spanish and English

Job Summary

Bilingual- Spanish Part-Time Live Verify 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 smartphone. Live Verification 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.

Application Requirements

To be considered, you must include the following in your application:

  • Screenshots of your scores for the Facial Recognition Assessment.
  • Screenshot of your results for the Computer Specs test.
  • It is IMPERATIVE that you carefully read and follow the details and instructions listed regarding the tech requirements.

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

Schedules

  • Current business needs are for the following shifts:
    • Morning: 4am - 10am AZ time
    • Mid-day: 11am - 5pm AZ time
    • Early Evening: 1pm - 7pm AZ time
    • Night shift: Fridays only, 7pm - 11pm AZ time
    • No current overnight needs
  • Must be available Friday, Saturday, and Sunday, plus 2 additional weekdays.
  • You must be available to work holidays.
  • 20-24 hours of availability per week.

Part-Time Benefits

  • 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 U-Haul policies to retain customer loyalty and prevent objections.
  • Review telephone, mail, and internet procedures for each communication received and respond within a specific time frame.
  • Listen to customer concerns, document them, and resolve when able.

Requirements

  • Good listening, verbal, and written communication skills.
  • Inbound call/phone experience (high volume highly preferred).
  • Excellent customer service skills.
  • 1 year of customer service experience (via phone highly preferred).
  • Technically savvy preferred.
  • Logic and reasoning skills.
  • 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.
  • Good time management skills.
  • Reasonable and predictable attendance.
  • You must be available to work holidays.

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.

Training / Education

  • 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.

Work From Home Requirements

  • 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.

Technical Requirements

  • Have a wired USB headset with a microphone (adapters are not acceptable).
  • Have a webcam for use interacting with your manager (not for use with customers; webcam on laptop is acceptable).
  • Minimum Internet speed: 10MB down / 5MB up (check your Internet speed at plaintext:speedtestcustom.com/).
  • Be sure to choose any server in Phoenix, AZ.
  • Windows or Mac OS allowed:
    • If Windows, then Windows 10 is required.
    • If Mac, then MacOS 13 Ventura or newer is required.
  • Minimum RAM: 8GB or greater.
  • Minimum processor requirement for Windows OS: CPU score of 2000 or greater (find processor name - right click on Windows logo (lower left corner home screen) and select ‘System’ and check plaintext:pubenchmark.net/cpu_list.php).
  • Minimum processor requirement for Mac: Core i5 processor or greater (find processor name - open Apple menu, click About This Mac, then click System Report).
  • Windows OS Users should have the following installed:
    • Adobe Reader (set to default PDF viewer; Important: If new install, uncheck the option to install McAfee antivirus).
    • Web browsers: Internet Explorer, Google Chrome, and Microsoft Edge (Internet Explorer preferred).
  • Mac OS Users should have the following installed:
    • MacOS Preview (pre-installed on Mac OS).
    • Web browsers: Firefox, Safari, and Google Chrome (Chrome preferred).
  • Once hired, install and use the required Company software including Company-provided antivirus software.
  • Use of Wi-Fi is permitted if it meets all security-related criteria. If security requirements are not met and/or Wi-Fi is determined to cause tech difficulty, a hard-wired connection will be required.
  • The following are not permitted when working from home due to compatibility, performance, security, or other concerns:
    • A wireless or non-USB headset.
    • A PC/laptop or Internet that does not meet requirements.
    • Mobile hotspot, tethering, satellite Internet, or similar.
    • Using a Proxy server or third-party network.
    • Compute stick or similar device.
    • Windows XP, 7, 8, and Vista operating systems.
    • MacOS 12 Monterey or older operating systems.
    • Rental, rent-to-own or public computer/laptop.
    • Working in a public place or using public Internet.
    • Unsecure Wi-Fi / Wi-Fi not managed by the team member.
    • Running non-work-related programs while working.
    • Having any other antivirus installed/in use on your computer while working other than the Company-provided antivirus.

Company Information

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 request 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.

Working Week

We hire for flexible part time roles.

Remote Working Policy

We work fully remotely

Desirable Skills and Experience

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