We are seeking a dynamic and detail-oriented U-Box Customer Experience Manager to lead and support a high-performing team dedicated to resolving escalated customer issues related to the U-Box program. The ideal candidate will have strong leadership skills, a passion for customer service, and a proven track record of driving operational improvements and managing projects that enhance the overall customer experience.
As the Customer Experience Manager, you will oversee the team responsible for managing escalated customer concerns, while ensuring seamless communication and resolution for complex issues. Additionally, you will play a key role in driving customer experience initiatives, improving processes, and leveraging tools like Salesforce to enhance customer service operations.
Key Responsibilities:
Lead and mentor a team of Customer Experience Specialists handling escalated U-Box customer inquiries, ensuring exceptional service and timely resolution.
Establish and monitor KPIs and team performance metrics.
Lead and oversee projects aimed at improving the U-Box program, including Salesforce-driven initiatives to improve customer support processes and automate manual workflows.
Use data and feedback to continuously refine processes, tools, and resources that contribute to a better customer experience.
Collaborate with software development, operations, and other teams to ensure the U-Box customer journey is seamless from start to finish.
Regularly assess team performance, identify areas for improvement, and generate reports to measure success and areas of opportunity.
Experience & Skills:
3-5 years of experience in customer service, marketing, or the U-Box program in general.
Experience managing development requests for Salesforce and other applications a plus.
Analytical mindset with a strong ability to interpret data and apply insights to improve processes and customer outcomes.
Excellent communication and interpersonal skills, with the ability to effectively communicate with customers and internal teams.
U-Haul Offers:
Full Medical coverage
Prescription plans
Dental & Vision Plans
New indoor fitness gym
Gym Reimbursement Program
Registered Dietitian Program
Weight Watchers
Onsite medical clinic for you and your family
Career stability
Opportunities for advancement
Valuable on-the-job training
Tuition reimbursement program
Free online courses for personal and professional development at U-Haul University®
Business and travel insurance
You Matter 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
MetLaw Legal program
MetLife auto and home insurance
Mindset App Program
Discounts on cell phone plans, hotels, and more
LifeLock Identity Theft
Savvy consumer wellness programs - from health care tips to financial wellness
Dave Ramsey’s SmartDollar Program
U-Haul Federal Credit Union
Wellness Program
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.