Contact Center Manager - Roadside Assistance

U-Haul Co. of South Carolina; Phoenix (AZ); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental & Vision plan

401(k) Savings Plan

Employee Stock Ownership Plan (ESOP)

Life insurance

Job summary

U-Haul Co. of South Carolina is seeking a Director-level manager to lead the Roadside Assistance Program at our Phoenix campus. The role oversees field operations, programs, and staff delivering emergency and service support to customers.

The position is overnight (10:30 PM to 7:00 AM AZ time) and onsite for Phoenix-area applicants, with remote work eligibility for candidates outside the Phoenix area. Strong leadership and communication are essential.

Qualifications

• Bachelor's degree in a related field or equivalent in experience.
• Proven experience in a Customer Service or Operations role, preferably in Roadside Assistance or related fields.
• Strong communication, leadership, and problem-solving skills.
• Ability to manage and prioritize multiple tasks in a demanding environment.

Responsibilities

• Manage the daily and continual operations of Roadside Assistance.
• Report to the Senior Manager and Director regarding ongoing operations of the department.
• Communicate with field personnel regarding Roadside Assistance Programs and Procedures.
• Assign responsibility and communicate with Repair Dispatch Managers and Shop Managers regarding specific Roadside customer calls and mechanical equipment issues.
• Prepare and analyze reports regarding Roadside programs.
• Enforce system and departmental standards, expectations, and procedures.
• Analyze departmental needs and requirements regarding personnel performance, payroll, resources, and budgets.

Skills

Customer Service

Leadership

Communication

Problem-solving

Prioritization

Education

Bachelor's degree or equivalent experience

Job description

United States This position is not eligible for employer sponsorship. Applicants must be legally authorized to work and must not require employer sponsorship.

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

This is a fully onsite position located at our corporate campus for applicants located in the Phoenix metro area but is eligible for remote work for candidates outside of Phoenix area.

Under the direction of the Director, Roadside Assistance, responsible for managing the U-Haul Roadside Assistance Program and departmental personnel who provide prompt support to customers experiencing mechanical issues or customer-caused service needs. The role is responsible for implementing and communicating programs, policies, processes, and procedures designed to support Field Operations in delivering exceptional service to all U-Haul customers.

Responsibilities

• Reasonable and predictable attendance is essential.
• Report to the Senior Manager and Director regarding ongoing operations of the department.
• Manage the daily and continual operations of Roadside Assistance.
• Communicate with field personnel regarding Roadside Assistance Programs and Procedures.
• Assign responsibility and communicate with Repair Dispatch Managers and Shop Managers regarding specific Roadside customer calls and mechanical equipment issues.
• Prepare and analyze reports regarding Roadside programs.
• Enforce system and departmental standards, expectations, and procedures.
• Analyze departmental needs and requirements regarding personnel performance, payroll, resources, and budgets.

Schedule

This position is an overnight role - scheduled shift time will be 10:30 PM - 7:00 AM (AZ Time)

Required Qualifications

• Bachelor's degree in a related field or equivalent in experience.
• Proven experience in a Customer Service or Operations role, preferably in Roadside Assistance or related fields.
• Strong communication, leadership, and problem-solving skills.
• Ability to manage and prioritize multiple tasks in a demanding environment.

U-Haul Offers

• Medical insurance
• Prescription drug plans
• Dental & Vision plan with hearing care discounts
• Get Fit Gym Reimbursement Program
• Registered Dietitian Program
• WeightWatchers®
• CVS Virtual Care
• U‑Haul Kids Program
• 24‑Hour Nurse Line
• Wellness Program (Healthier You initiatives & challenges)
• Mindset App Reimbursement
• Pet Insurance & Wellness plans
• 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®
• 401(k) Savings Plan
• Employee Stock Ownership Plan (ESOP)
• Company‑paid life insurance
• Voluntary life insurance options
• Short-Term and Long‑Term Disability
• Critical Illness, Accident & Hospital Indemnity plans
• Business & business travel insurance
• MetLaw Legal Program
• MetLife Auto & Home Insurance
• LifeLock Identity Theft Protection
• Dave Ramsey's SmartDollar® Financial Wellness Program
• U‑Haul Federal Credit Union
• Paid holidays, vacation, and sick time
• You Matter Employee Assistance Program (EAP)
• Discounts on cell phone plans, hotels, computers, vehicles & more
• Community involvement & volunteer opportunities
• U‑Haul Mothers Program (Paid maternity leave)

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.