Location: 2727 N Central Ave, Phoenix, Arizona 85004 United States of America Job Description:**This position is in-office at our Mid-Town Phoenix campus and is not eligible for remote work. We are seeking a reliable and detail-oriented Senior Agent to join our team. In this role, you will provide vital assistance to customer service agents by handling internal inquiries, coaching when necessary, managing escalated cases, and supporting overflow from calls and chats. If you excel in multitasking, problem solving, and supporting teams in a fast-paced environment, we want to hear from you. SHIFT SCHEDULE: + Days Vary: Monday through Sunday + Hours Vary: 6:00 a.m. - 6:00 p.m. + Holidays Compensation: $18.00/Hr Key Responsibilities: + Maintaining a positive, empathetic, and professional attitude toward customers at all times. + Respond to and manage emails from our new and returning customers. + Provide assistance and respond to questions from our U-Haul Field team, either by phone or email, with accuracy and professionalism. + Coach agents as needed, providing guidance and support to ensure service quality and consistency. + Handle escalated calls and questions from assigned agents, providing resolution and clear communication. + Assist with overflow support for the Customer Support phone line and live chat. + Process and manage rebooking requests efficiently and accurately. + Collaborate with leadership to identify and escalate recurring issues or process improvements. Senior Specialist Requirements: + 2+ years in customer service + Experience with escalated issues. + Proficient computer skills. + Excellent communication and interpersonal skills. + Strong leadership and organizational skills. + Confident problem-solver. + Team player. Here are just some of the programs U-Haul has available: + Full Medical coverage + New indoor fitness gym + Onsite medical clinic for you and your family + Career stability + Opportunities for advancement + Valuable on-the-job training + Prescription plans + Dental & Vision Plans + Business and travel insurance + YouMatter Employee Assistance Program + Paid holidays, vacation, and sick days + Employee Stock Ownership Plan (ESOP) + 401(k) Savings Plan + Life insurance + Critical Illness/Group Accident + 24-hour physician available for kids + Subsidized gym/ membership + MetLaw Legal program + MetLife auto and home insurance + Discounts on cell phone plans, hotels, and more + LifeLock identity Theft + Tuition reimbursement program + Free online courses for personal and professional development at U-Haul University + Savvy consumer wellness programs- from health care tips to financial wellness + U-Haul federal credit union 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.