Sarah White

Position Overview: The IT Support Specialist provides tier 1 IT support for UniGroup employees, agents, and drivers.  This role serves as the first point of contact for technical assistance, offering clear guidance, troubleshooting basic issues, and escalating more complex problems as needed. The IT Support Specialist documents all interactions and contributes to continuous improvement of support tools and processes. Responsibilities: Responds to support requests via phone, self-service tickets, and live chat Provides clear instructions and troubleshooting for common IT issues, including hardware, software, and connectivity Resolves account-related issues including password resets and user access across enterprise systems Provides application support by answering questions, addressing concerns, and guiding them to appropriate resources  Document all issues, resolutions, and escalations in the service management system (e.g., ServiceNow) Escalate complex or recurring issues to higher-level support as appropriate Participates in testing of new applications or updates to ensure quality user experiences Maintains up-to-date knowledge of company tools, systems, and application changes through self-directed learning Tracks all escalated calls and follows-up to ensure resolution

Under general direction, investigates, negotiates, and assesses solutions to resolve all types of customer concerns relating to shipment status, service, charges, billing issues, and delay claims. Essential Duties and Responsibilities: •Responds to verbal and written inquiries, including social media communications, from agents, shipping customers, national accounts, military personnel, other internal departments, and outside governmental agencies (DOT, BBB, Attorney General, etc.) on behalf of agents and Headquarters management regarding pre-delivery, post-delivery and delay claim concerns. •Researches inquiry/concern thoroughly by reviewing the related file, shipping documents, computer system memo pad notes, and contacting all agents or Headquarters personnel involved. •Acts as a mediator by frequently negotiating with all parties to reach an agreeable solution and may initiate a monetary adjustment to both agent and United/Mayflower funds requiring follow-up with agents and/or appropriate Headquarters departments. •Processes Household Goods and Logistics delay claims manually and on-line using the provisions outlined in the tariff and authorizations given by management. •Determines the financial liability for the delay or Goodwill Gesture claim. •Notifies the Lead Customer Service Specialist or management of any difficult customer concerns requiring assistance. •Generates reports utilized by staff. •Monitors and logs daily feed of ratings and reviews related to United and Mayflower agent locations in order to investigate and respond. •Recommends and helps develop methods for improving current programs and procedures using the information provided by agents and customers. •Cross-trains and assists other department personnel as needed. •Performs a variety of other duties as assigned

U-Box Customer Care Driver Responsibilities: Operate a flatbed truck (training provided). Operate an 8000-lb propane forklift or a truck-mounted forklift (training provided). Load and unload storage containers for delivery. Transport storage containers to and from specified destinations, e.g., customers’ homes and businesses – local routes only. Participate in ongoing continuous U-Haul education through U-Haul University.

Allocating, fulfilling, and shipping orders. Trained in GP (Great Plains program) and Starship (shipping program). I also have training with quality control and assurance.

Calling customers to ensure what was installed “Cable – Internet – Phone Packages” is exactly what they ordered; nothing more, nothing less. This is, for all intents and purposes, the fraud department. This team will also make recommendations on whether a sales rep should be disciplined, put on probation, or released from employment should they find fraud within a sale made to the customer.

Monitor high priority alarms and maintenance alarms. Coordinated service request. Coordinated UL service request High call volume of income and outgoing phone calls

Activate or troubleshoot routers, modems, touch screens, cable boxes, etc. Make service changes and schedule installations for various cable products (cable, HSI, telephone and pay-per-view)

Inventory of product from vendors, deposits, safe counts, cash handling, credit/debit handling.

Food preparation, cash handling, credit card handling.