Location: Hamilton, ON
Salary: $23 an hour
Job type: Full Time , Part time
Shift/Hours: Morning, night, overnight
Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to be the face of U-Haul company’s exceptional service and ensuring that customers get all the help they need on their journeys by inspecting and maintaining equipment. As well as assisting customers, using up-to-date technology to dispatch and return equipment. This position offers on-the-job education.
Our motto is “Hire Fast, Pay Fast.” You can start today and get paid today! Schedule a hands-on working interview and get paid for it. We also offer a $100 hiring bonus! In addition, we offer a $300 cash bonus, paid immediately upon completion of U-Haul Equipment Inspection and Verification through our 1-2-3 Punch Certification Program at retail stores.
- Paid holidays, vacation, and sick days, if eligible
- Career stability
- Gym Reimbursement Program, if eligible
- Opportunities for advancement
- Valuable on-the-job training
- Complete Benefit Plan, if eligible
- RRSP payroll deduction plan
- Deferred profit-sharing plan, if eligible
- You Matter Program (EAP)
- Mindset App Program
- Wellness Programs
- Discounts on Apple products, Dell computers, hotels, and more
Customer Service Representative Responsibilities:
- Assist customers inside and outside a U-Haul center with U-Haul products and services.
- Use smartphone-based U-Scan technology to manage rentals and inventory.
- Move and hook up U-Haul trucks and trailers.
- Clean and inspect equipment on the lot including checking fluid levels.
- Answer questions and educate customers regarding products and services.
- Prepare rental invoices and accept equipment returned from rental.
- Install hitches and trailer wiring.
- Fill propane (certification offered through U-Haul upon employment)
- Drive a forklift (certification offered through U-Haul upon employment)
- Other duties as assigned
- Participate in ongoing continuous U-Haul education through U-Haul University.
Customer Service Representative Minimum Qualifications:
- Valid driver’s license and ability to maintain a good driving record
- High school diploma or equivalent
The work involves moderate risks or discomforts which require special safety precautions, e.g., working around moving parts or machines, fumes or irritant chemicals. May be required to use protective clothing or gear such as masks, goggles, gloves or shields.
The work requires some physical exertion such as long periods of remaining stationary, moving around indoors and outdoors, positioning oneself to reach objects at varying heights and moving equipment weighing a minimum of 50 lbs. assisted or unassisted.
U-Haul is an equal opportunity employer. All applications 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.
Since 1945, U-Haul has been serving do-it-yourself movers and their households. Like many other successful ventures, the concept for U-Haul was generated out of need. After World War II, there existed the widespread need for do-it-yourself moving equipment that would be available on a one-way, nationwide basis.
U-Haul co-founders L.S. “Sam” Shoen and his wife, Anna Mary Carty Shoen, recognized that need and acted upon it. Their visionary approach spread the cost of ownership among many users, facilitating the mobility of the populations of the U.S. and Canada. The covered wagon of the pioneers morphed into orange U-Haul trailers. In the process, an industry was born.
AMERCO and its family of companies, including U-Haul, have strived to create a culture of health and wellness. As of February 1, 2020, and consistent with applicable law, no AMERCO or U-Haul company will hire individuals in states where it may lawfully decline to hire individuals who use nicotine products (Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Pennsylvania, Texas, Utah, Vermont, Virginia and Washington). This policy will not apply to team members hired before February 1, 2020.
What skills and qualities are important for a Customer Service Representative?
Customer service representatives play a crucial role in ensuring customer satisfaction and maintaining positive relationships between a company and its customers. Here are some important skills and qualities for a customer service representative:
- Excellent Communication Skills: Customer service representatives need strong verbal and written communication skills to effectively interact with customers. They should be able to articulate information clearly, actively listen to customer concerns, and provide helpful and accurate responses.
- Empathy and Patience: A customer service representative should have empathy towards customers and demonstrate patience, especially when dealing with challenging or upset individuals. Being able to understand and relate to customer emotions helps build rapport and resolve issues effectively.
- Problem-Solving Abilities: Customer service representatives often encounter various customer issues or complaints. They should be skilled in analyzing problems, identifying solutions, and implementing appropriate actions to address customer needs or concerns.
- Product or Service Knowledge: Having a good understanding of the company’s products, services, policies, and procedures is essential. Customer service representatives should be able to provide accurate and relevant information to customers, assist with product inquiries, and guide customers in making informed decisions.
- Active Listening: Active listening involves fully focusing on and comprehending customer inquiries, concerns, or feedback. Customer service representatives should pay attention to details, ask clarifying questions when needed, and respond appropriately to ensure customers feel heard and understood.
- Time Management and Organization: Customer service representatives often handle multiple inquiries or tasks simultaneously. Effective time management and organizational skills help them prioritize and handle customer interactions efficiently while maintaining quality and meeting service level expectations.
- Conflict Resolution: Dealing with customer complaints or conflicts requires the ability to remain calm, empathetic, and assertive. Customer service representatives should be skilled in de-escalating tense situations, finding mutually beneficial resolutions, and turning negative experiences into positive ones.
- Adaptability and Flexibility: Customer service representatives should be adaptable to changing situations, customer preferences, or company policies. They should be able to adjust their approach and communication style to meet varying customer needs and expectations.
- Computer and Technology Skills: Customer service representatives typically use computer systems or customer relationship management (CRM) software to document interactions, access customer information, and process inquiries or requests. Basic computer literacy and proficiency in relevant software are important.
- Positive Attitude: Maintaining a positive and friendly demeanor is essential for customer service representatives. A positive attitude helps create a welcoming and professional atmosphere, promotes customer satisfaction, and enhances the overall customer experience.
By possessing these skills and qualities, customer service representatives can effectively engage with customers, resolve issues, and contribute to building strong customer relationships for the company they represent.
What education and certification are required to become a Customer Service Representative?
he education and certification requirements for becoming a customer service representative can vary depending on the industry, company, and specific job requirements. In many cases, a high school diploma or equivalent is the minimum educational requirement for entry-level customer service roles. However, some companies may prefer candidates with post-secondary education or relevant certifications.
While formal education is not always a strict requirement, certain skills and knowledge can be beneficial in a customer service career. Here are some educational paths that can help develop the necessary skills:
- College or University Degree: Pursuing a degree in fields such as business, communications, marketing, or hospitality can provide a solid foundation for a customer service career. These programs offer courses that enhance skills in communication, problem-solving, and customer relationship management.
- Vocational or Trade Schools: Some vocational or trade schools offer specific programs or courses in customer service or call center operations. These programs may provide focused training on customer service skills, communication techniques, and conflict resolution.
- Customer Service Training Programs: Many companies offer in-house or external customer service training programs. These programs are designed to enhance customer service skills, product knowledge, and company-specific procedures. Completion of such training programs may be required or preferred by employers.
- While certification is not always mandatory, certain certifications can boost a candidate’s credentials and demonstrate their commitment to professional development in customer service. Here are a few relevant certifications:
- Certified Customer Service Professional (CCSP): Offered by the Professional Association for Customer Engagement (PACE), this certification recognizes individuals who demonstrate proficiency in customer service practices and principles.
- Customer Service and Sales Certification (CSSC): Provided by the National Retail Federation (NRF), this certification validates a candidate’s knowledge and skills in customer service, sales techniques, and customer relationship management.
- Call Center Customer Service Representative (CSR) Certification: Offered by various organizations and training providers, this certification focuses on call center-specific customer service skills, including phone etiquette, problem-solving, and handling customer inquiries.
It’s important to note that specific educational requirements and certifications can vary significantly depending on the industry, company, and the level of customer service role. Employers often prioritize skills, experience, and the ability to effectively communicate and engage with customers. Therefore, gaining relevant experience through internships, part-time jobs, or volunteering can also be valuable in securing a customer service representative position.
Who can apply to this job?
The employer accepts applications from:
- Canadian citizens and permanent or temporary residents of Canada.
- Other candidates with or without a valid Canadian work permit.
How to apply
Online: Apply On Company WebSite
What is the work environment like for Customer Service Representative?
The work environment for customer service representatives can vary depending on the industry, company, and specific role. Here are some common aspects of the work environment for customer service representatives:
- Office or Call Center Setting: Many customer service representatives work in an office or call center environment. They typically have a designated workspace equipped with a computer, telephone, and other necessary tools to handle customer inquiries.
- Phone and Computer Interaction: Customer service representatives often engage with customers via phone, email, chat, or other communication channels. They may spend a significant portion of their day on the phone or using computer systems to access customer information, record interactions, and provide assistance.
- Team-based or Individual Work: Depending on the company structure, customer service representatives may work individually or as part of a larger team. They may collaborate with colleagues, supervisors, and other departments to address customer issues or escalate complex problems.
- Fast-Paced and Dynamic: Customer service environments can be fast-paced and dynamic, especially during peak periods or in industries with high customer volumes. Representatives are expected to handle customer inquiries promptly while maintaining accuracy and quality in their responses.
- Multitasking: Customer service representatives often need to multitask, handling multiple customer inquiries or tasks simultaneously. They may need to switch between different systems, resolve issues, and manage customer expectations efficiently.
- Customer-Facing Role: Customer service representatives directly interact with customers and serve as the primary point of contact for inquiries, complaints, or requests. They represent the company and play a crucial role in shaping the customer’s perception of the brand.
- Problem-Solving and Conflict Resolution: Customer service representatives frequently encounter customer issues or complaints. They are responsible for identifying solutions, offering alternatives, and resolving conflicts in a professional and satisfactory manner.
- Emphasis on Customer Satisfaction: Ensuring customer satisfaction is a key focus in the work environment for customer service representatives. They strive to meet or exceed customer expectations, build rapport, and enhance the overall customer experience.
- Shift Work and Flexible Scheduling: Depending on the industry and company’s operating hours, customer service representatives may need to work in shifts, including evenings, weekends, or holidays. This allows customer support to be available to customers across different time zones or during peak service periods.
- Training and Support: Companies often provide initial and ongoing training to customer service representatives to equip them with the necessary skills, product knowledge, and company-specific procedures. Ongoing support, coaching, and feedback from supervisors and team leaders are also common in the work environment.
It’s important to note that the work environment can vary depending on the specific company, industry, and customer service model. Some customer service representatives may work remotely or engage in a hybrid work model, while others may have face-to-face interactions with customers in retail or service-oriented environments.