Customer Support

• Provide prompt, accurate, thorough, and courteous responses to customer inquiries
• Respond to telephone, written, web, or walk-in inquiries and accurately document them
• Initiate or process adjustments and conduct research to resolve inquiries
• Coordinate with other departments to resolve problems
• Respond to, research, and assist with priority inquiries and special projects
• Provide management with feedback regarding customer problems, questions, and needs
• Maintain accurate records of complaints and customer comments and recommend changes to management
• Follow through on complaints until resolved or report them to management as needed
• Maintain knowledge of quality work instructions and company policies
• Recommend process improvements based on daily operations
• Maintain departmental productivity, quality, and timeliness standards
• Identify and report or refer suspected fraudulent activities and system errors

Customer Service Advocate, I

• Serve as the first point of contact for members while resolving questions and concerns accurately and timely
• Coordinate transportation services and support members with transportation questions and concerns
• Schedule, modify, and cancel reservations
• Obtain and document details of customer complaints and concerns
• Accurately document all relevant customer information
• Attend required meetings and adhere to company policies and procedures
• Maintain acceptable attendance and punctuality standards
• Perform accurate trip data entry and documentation
• Maintain a polite, professional, and courteous demeanor
• Refer unresolved customer grievances to appropriate departments for investigation and resolution
• Promote a positive and collaborative working environment
• Support a 24/7/365 contact center environment
• Participate in additional projects or duties as assigned

Customer Service Representative

• Reach out to courts on individual orders and general court status updates, including answering questions and resolving issues related to existing orders.
• Communicate accurately and professionally through remote voice calls and emails with court personnel, attorneys, and other clients.
• Use Skye, the in-house application, to process documents, add updates/notes, and perform data entry accurately.
• Manage consistent incoming and outgoing phone calls with courts and customers.
• Relay updated court information to process servers and customers as appropriate.
• Collaborate with team members to identify root causes and process inefficiencies.
• Navigate court dockets, download court documents, and import them into the internal application.
• Perform other job-related duties as assigned.

Court Support Specialist

• Provide general direction, guidance, analysis, coordination and professional support to operations, maintenance and support organizations
• Administer and/or oversee operational programs for DWPF Maintenance Management
• Provide feedback, recommendations, administration, coordination and support for audits, drills, assessments, process improvement, surveillances, inspections, walk downs, outages, compliance, maintenance, budgeting, communications, planning, scheduling, training, systems and performance metrics
• Provide guidance and mentorship to Maintenance Mechanics
• Support M&TE and IPI coordination
• Review technical and non-technical work documents for compliance, accuracy, completeness and safety
• Implement programs and improvement initiatives
• Perform walk downs, inspections, observations and evaluations; troubleshoot issues
• Analyze equipment and components and develop conclusions, action plans and corrective actions
• Coordinate cross-functional activities among construction, operations, work control, maintenance, projects and other areas
• Coordinate materials and waste handling, storage and disposition
• Provide technical and professional support for facility system assessments, equipment maintenance and functional testing
• Interpret and communicate site, company and departmental procedures and protocols
• Serve in contingency coordinator roles as needed
• Senior Operations–Maintenance Support Specialist I: administer information systems and business applications, including configuration management, maintenance, upgrades, data integrity, analysis and reporting; train users
• Senior Operations–Maintenance Support Specialist II: create and lead complex programs, conduct issue investigations, facilitate fact-finding meetings, document root-cause factors and lead cross-functional activities
• Perform other duties as assigned

Maintenance Support Specialist III/Sr. Ops.

• Offer support to Sales Representatives, Agents, and Customers
• Research and answer questions
• Resolve customer problems, complaints, and requests accurately and efficiently
• Coordinate requests between Supply Chain, Sales, Pricing, Product Management, and Quality departments
• Maintain direct contact with numerous departments and multiple distribution channels
• Ensure correct information is received, captured, and processed
• Complete ongoing training on the company’s products, applications, market strategy, and guidelines
• Work under moderate supervision using measurable performance indicators
• Work closely with multiple departments to ensure quick solutions to customer requests
• Use data to drive correct decisions, clarify priorities, and optimize adherence to quick resolution
• Produce measurable results and support continuous improvement

Customer Service Associate II

• Provide prompt, accurate, thorough, and courteous responses to complex customer inquiries
• Research and resolve non-routine inquiries requiring deviation from standard screens, scripts, and procedures
• Review and adjudicate complex or specialty claims and/or non-medical appeals
• Determine whether to return, deny, or pay claims according to organizational policies and procedures
• Review claims or appeals issues, complaints, and inquiries to determine whether desk procedures and guidelines were followed
• Research underlying causes and identify ways to prevent and correct them
• Identify and report potential fraud and abuse situations
• Examine and process claims and/or non-medical appeals according to business and contract regulations, internal standards, and examining guidelines
• Enter claims into the claims system after verifying procedure and diagnosis coding
• Ensure claims meet quality and production standards
• Provide feedback to management regarding customer issues and maintain accurate issue records
• Follow through on complaints until resolution or report them to management
• Maintain knowledge of procedures and policies
• Recommend process and policy improvements
• Assist in training claims customer service representatives

Claims Customer Service Advocate III

• Respond to customer inquiries by telephone, written communication, web, or walk-in interactions
• Research and resolve non-routine or complex inquiries requiring adaptation of standard screens, scripts, and procedures
• Review and adjudicate claims and/or non-medical appeals
• Determine whether to return, deny, or pay claims according to organizational policies and procedures
• Identify incorrectly processed claims and process adjustments and reprocessing actions
• Examine and process claims and non-medical appeals according to business and contract regulations, internal standards, and examining guidelines
• Enter claims into the claim system after verifying correct procedure and diagnosis coding
• Process claims according to established quality and production standards
• Escalate complex complaints and inquiries to a lead or manager
• Identify and report potential fraud and abuse situations

Claims Customer Service Advocate II

• Serve as the main point of contact for customers in the assigned region
• Identify and assess customer needs to achieve satisfaction
• Build sustainable relationships through open and interactive communication
• Provide accurate, valid, and complete information using appropriate methods and tools
• Handle complaints and provide solutions or alternatives within the required timeframe
• Follow up to ensure complaints are resolved
• Maintain records of customer interactions, process customer accounts, and file documents
• Resolve customer complaints via phone, email, or mail
• Place orders, process refunds, and manage invoices
• Research customer late payments
• Interact with multiple people to complete tasks
• Monitor inventory
• Work as part of a team on projects
• Enter data into Excel, Word, or the AS400 system
• Work closely with the sales team
• Perform other duties as assigned
• Report directly to the Customer Service Manager

Customer Services Representative

• 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 returned rental equipment
• Install hitches and trailer wiring
• Fill propane; certification offered through U-Haul upon employment
• Drive a forklift; certification offered through U-Haul upon employment
• Participate in ongoing U-Haul education through U-Haul University
• Perform other duties as assigned