What are the responsibilities and job description for the Moving Help Team Leader position at U-Haul?
This position will be on-site in Phoenix, Arizona.
Join the Moving Help team and play a leadership role in shaping the customer experience. This position is ideal for someone who thrives in a fast-paced environment, leads confidently in real time, and is energized by solving problems and improving processes.
As a Team Leader, you will support frontline agents, guide decision-making, and help ensure customers receive clear, fair, and timely resolutions across phone, chat, and email channels.
Pay Rate: $18/hour
Key Responsibilities
Join the Moving Help team and play a leadership role in shaping the customer experience. This position is ideal for someone who thrives in a fast-paced environment, leads confidently in real time, and is energized by solving problems and improving processes.
As a Team Leader, you will support frontline agents, guide decision-making, and help ensure customers receive clear, fair, and timely resolutions across phone, chat, and email channels.
Pay Rate: $18/hour
Key Responsibilities
- Lead and support a team of customer service agents across phone, chat, and email
- Provide real-time guidance to agents navigating customer issues and resolutions
- Assist with escalated customer concerns and disputes
- Identify trends, issues, and opportunities for improvement
- Document and escalate programming bugs, operational gaps, and recurring concerns
- Foster a collaborative, solution-focused team environment
- Contribute to continuous improvement of customer experience and internal processes
- Ability to lead and support others in a live-service environment
- Strong communication and interpersonal skills
- Calm and steady decision-making under pressure
- Proactive mindset with a focus on solutions
- Ability to identify patterns and recommend improvements
- Previous customer service experience required
- 2 years of customer service experience
- Experience handling inbound and outbound calls
- Experience with email and chat-based customer support
- Familiarity with dispute resolution
- Proficiency in Microsoft Excel and Word
- Agents feel supported and confident in decision-making
- Escalations are handled efficiently and professionally
- Issues are surfaced early and resolved quickly
- Customer experience improves through better consistency and outcomes
- Medical insurance
- Prescription drug plans
- Dental & Vision plan with hearing care discounts
- Onsite medical clinic for team members and eligible family members
- New indoor fitness gym (Midtown Phoenix campus)
- 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)
Salary : $18