Job Duties:
Supervise, coordinate, and lead the daily operations of the customer service team, including front-desk staff and U-Haul rental associates
Develop and implement customer service procedures and policies to ensure consistent, high-quality service delivery across all departments
Handle customer complaints, inquiries, and service issues in a timely, professional, and solution-focused manner
Monitor service standards and maintain customer satisfaction metrics; recommend improvements as needed
Train, schedule, and evaluate customer service representatives; provide coaching to improve performance
Coordinate with car wash, rental, and supply staff to ensure seamless service and order fulfillment
Manage customer records, rental agreements, and incident reports in compliance with privacy and company policies
Work closely with management to plan promotional strategies, implement feedback, and address recurring service issues
Maintain updated knowledge of U-Haul systems, service options, and rental protocols
Ensure proper signage, cleanliness, and safety standards are upheld at customer touchpoints
Prepare and present service performance reports to management regularly
Job Requirements
Completion of secondary school is required
Post-secondary education in business, hospitality, or a related field is an asset
At least 1 year of supervisory experience in customer service, retail, automotive services, or equipment rental
Strong interpersonal and conflict resolution skills
Excellent communication skills in English (oral and written)
Comfortable using computer systems and POS platforms (experience with U-Haul systems an asset)
Ability to multitask and remain calm under pressure
A proactive, customer-focused mindset with strong attention to detail
Willingness to work flexible hours, including weekends, if required
Leadership skills and a positive, team-oriented attitude
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