Customer Service Team Leader - Onsite

Location:

2727 N Central Ave, Phoenix, Arizona 85004 United States of America

100% ONSITE IN PHOENIX

Pay: $18/hour

Position Overview

Join the Moving Help team and play a leadership role in shaping the customer experience. This position is ideal for someone who thrives in a fast-paced environment, leads confidently in real time, and is energized by solving problems and improving processes.

As a Team Leader, you will support frontline agents, guide decision-making, and help ensure customers receive clear, fair, and timely resolutions across phone, chat, and email channels.

Key Responsibilities

• Lead and support a team of customer service agents across phone, chat, and email
• Provide real-time guidance to agents navigating customer issues and resolutions
• Assist with escalated customer concerns and disputes
• Identify trends, issues, and opportunities for improvement
• Document and escalate programming bugs, operational gaps, and recurring concerns
• Foster a collaborative, solution-focused team environment
• Contribute to continuous improvement of customer experience and internal processes

Qualifications

• Ability to lead and support others in a live-service environment
• Strong communication and interpersonal skills
• Calm and steady decision-making under pressure
• Proactive mindset with a focus on solutions
• Ability to identify patterns and recommend improvements
• Previous customer service experience required

Preferred Qualifications

• 2+ years of customer service experience
• Experience handling inbound and outbound calls
• Experience with email and chat-based customer support
• Familiarity with dispute resolution
• Proficiency in Microsoft Excel and Word

What Success Looks Like

• Agents feel supported and confident in decision-making
• Escalations are handled efficiently and professionally
• Issues are surfaced early and resolved quickly
• Customer experience improves through better consistency and outcomes

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.