Remote Live Verification Agent - Part Time

Remote Live Verification Agent - Part Time

Part-Time 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. PT 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.

Important Application Instructions: Please apply on the computer you plan to work from rather than your cell phone. Otherwise, you risk your application being denied. The following must be included in your application to be considered: Screenshot of your results for the Computer Specs test (must pass), screenshots of your scores for the Facial Recognition Assessment, and complete Criteria Assessments (Tech Skills + GameIt). It is IMPERATIVE that you carefully read and follow the details and instructions listed regarding the tech requirements.

Pay and Schedule Information

Rate of Pay: Earn $16-19 per hour within the first 6 months based on performance. (Note: Hourly base pay rate may be higher, depending on state or local minimum wage laws.)

How Schedules Work: Shifts are in high demand on a first-come, first-serve basis. You must be available to work holidays. Requires 25 hours of availability per week. Saturday and Sunday are required, with 6 hours on Saturday and 6 hours on Sunday.

Shift Needs: Specific start dates are available in April/May. Must work Saturday and Sunday. Options for days off are scattered days off (Monday-Friday). High Priority Shifts available: 1pm-10pm AZ, 10am-4pm AZ, and 3am-10am AZ.

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 the re-occurrence of objections.
• Review telephone, mail, and internet procedures for each communication received and respond to each assigned customer within a specific time frame.
• Listen to customer concerns, documenting them and resolving when able.

Requirements

• Good listening, verbal, and written communication skills in English.
• 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, agents will be required to simultaneously assist customers online and on inbound phone calls.
• Reasonable and predictable attendance.

Training and Education

One week of instructor-led training with accelerated classroom and hands-on education in small groups. After initial education, you will work independently with continued education courses, counseling, and coaching from the leadership team. Class start dates are in April/May. Available Class Schedules: Tues, Wed, Fri - 9am-1pm AZ Time or Tues, Wed, Fri - 4pm-8pm AZ Time.

Work From Home Requirements

• A quiet, private work area is required.
• Must be present during training/meetings with camera on and microphone unmuted.
• Dependent and child-care arrangements must be made as if working at a U-Haul site.
• All work duties, including education, must be performed at your home address.
• Manager approval is required in advance to switch or substitute computers.

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)

Note: Applications are not currently accepted from residents of CA, CO, MD, NM, WA, or the District of Columbia or outside of the US. To ensure a fair and consistent evaluation process, candidates are expected to complete all interviews and assessments independently and without the use of artificial intelligence tools. Use of AI may result in removal from consideration.

Key skills/competency

• Customer Service
• Communication Skills
• Inbound Calls
• Verification
• Problem Solving
• Attention to Detail
• Multitasking
• Technical Savvy
• Time Management
• Computer Proficiency