Customer Care Agent I

thyssenkrupp Elevator; Atlanta (GA); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) Retirement Savings Plan with 1:

Tuition reimbursement

Company-paid disability insurance

Job summary

TK Elevator in Atlanta, GA is seeking a Customer Care Agent I to be the friendly voice for customers across phone, email, and chat. You will resolve questions, manage billing with Billtrust, and follow up on leads to support sales. A customer-first mindset and teamwork are essential for success in this role.

This position emphasizes empathy, accuracy, and proactive problem-solving while contributing to ongoing improvements in customer experience and cross-functional collaboration.

Qualifications

• 1 year related experience or equivalent education/experience
• 1+ year in customer service or sales support
• Bachelor’s degree preferred or equivalent experience
• Experience with marketing automation tools is a plus
• Strong listening, empathy, and quick-action mindset
• A collaborative spirit and clear communication
• Problem solving and organizational skills
• Tech-savvy with CRM familiarity

Responsibilities

• Be the first contact for customers via phone, email, chat, and web form with professionalism
• Build trust through clear, proactive communication
• Respond to inquiries about new installation products and solutions
• Follow up on inbound leads to support marketing and sales
• Document interactions in CRM and route needs appropriately
• Assist billing using Billtrust, including payments and invoices
• Identify revenue opportunities through conversations and CRM leads
• Collaborate with regional teams to resolve issues quickly
• Share customer feedback to improve experiences
• Meet or exceed quality and productivity targets
• Support team projects and business initiatives as needed

Skills

Customer service

Team player

Problem solving

Time management

Education

Bachelor’s degree preferred

1 year related experience

Customer service experience

Tools

CRM systems

Microsoft Office

Job description

Who we are

TK Elevator (TKE) is a world-leading innovator in vertical transportation and urban mobility. From engineering and installation to maintenance and digital transformation, we support all mobility systems, elevators, escalators, walkways, stairlifts and boarding bridges on any platform, at any time. With digital platforms like AGILE and the IoT platform MAX, we enable smarter, safer urban movement.With more that 50,000 employees, and 1,000+ global support centers, we are moved by what moves people.

TKE – Move Beyond.

TK Elevator is currently seeking an experienced Customer Care Agent I in Atlanta, GA.

At TK Elevator, our customers are at the center of everything we do. As a customer care agent, you'll be the friendly voice and helpful guide for those we serve—supporting them with empathy, urgency, and accuracy at every step of their journey. You’ll resolve issues, answer questions, and serve as a trusted liaison between our customers and the field. Whether it’s through a phone call, email, or chat, your goal is to deliver best-in-class service and build lasting relationships.

You’ll also play a key role in supporting our marketing and sales functions by following up on incoming leads and helping industry partners better understand our new installation products. If you're passionate about making things right, proactive in solving problems, and driven to create exceptional experiences, this role is for you.

ESSENTIAL JOB FUNCTIONS:

• Be the first point of contact for customers—resolving questions, concerns, and requests received via phone, email, chat, and web form with professionalism and empathy.
• Build trust with customers and internal teams by communicating clearly and proactively.
• Serve as a product ambassador—responding to inquiries from customers about new installation products and solutions.
• Support our marketing and sales teams by ensuring accurate and timely follow-up of inbound leads.
• Use our Customer Relationship Management (CRM) system to document interactions and route customer needs to the appropriate team for resolution.
• Help customers manage billing needs through Billtrust, including taking payments and resending invoices.
• Proactively identify revenue-generating opportunities through conversations and interactions, creating leads in CRM.
• Partner closely with regional teams to resolve customer complaints quickly and thoroughly.
• Capture and share customer feedback and service gaps to continuously improve our customer experience.
• Consistently meet or exceed quality and productivity targets.
• Contribute to team projects and support business initiatives as needed.

EDUCATION & EXPERIENCE:

• 1-year related experience; or an equivalent combination of education and experience
• 1+ year of customer service, sales support, or related experience.
• Bachelor’s degree preferred, or equivalent combination of education and experience.
• Experience with marketing automation tools is a plus.
• A customer-first mindset and the ability to listen, empathize, and act quickly.
• A collaborative spirit—you thrive in a team and communicate clearly.
• A knack for solving problems creatively and critically.
• Strong time management and organizational skills.
• Tech-savvy, with proficiency in Microsoft Office and familiarity with CRM systems (preferred).
• A high degree of integrity, discretion, and professionalism

What makes us special

At TK Elevator, we offer more than just a role, we offer a place to grow, thrive, and make an impact.

Provided they meet all eligibility requirement under the applicable plan documents, employees will be offered

• Medical, dental, and vision coverage
• Flexible spending accounts (FSA)
• Health savings account (HSA)
• Supplemental medical plans
• Company-paid short- and long-term disability insurance
• Company-paid basic life insurance and AD&D
• Optional life and AD&D coverage
• Optional spouse and dependent life insurance
• Identity theft monitoring
• Pet insurance
• Company-paid Employee Assistance Program (EAP)
• Tuition reimbursement
• 401(k) Retirement Savings Plan with company match: Employees can contribute a portion of their pay on a pre-tax or Roth basis. The company provides a dollar-for-dollar match on the first 5% contributed.

Additional benefits include:

• 15 days of vacation per year
• 11 paid holidays each calendar year (10 fixed, 1 floating)
• Paid sick leave, per company policy
• Up to six weeks of paid parental leave (available after successful completion of 90 days of full-time employment)

Eligibility requirements for these benefits will be controlled by applicable plan documents. This is intended to provide a general description of benefits and other compensation and is not a substitute for applicable plan documents or company policies.

TK Elevator is an equal opportunity employer and committed to diversity. Qualified applicants will receive consideration for employment without regard to age, gender, race, color, religion, sexual orientation, gender identity, national origin, disability, and veteran status or any other protected status required by applicable law.

Important note:

TK Elevator is committed to a prejudice-free and diverse working environment with equal opportunities. We welcome applications from everyone we continously work towards an inclusive and barrier-free reality. Please do reach out to us and we will work on individual solutions tailored to you.

TKE – Move Beyond