Empathetic Resolution Specialist

LoadUp Technologies; Alpharetta (GA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive compensation

Health & wellness coverage

Generous paid time off

401(k) with 5% company match

Monthly lifestyle stipends

Employee recognition programs

Referral bonuses

Job summary

LoadUp is seeking a Customer Resolution Agent to be the calm, caring voice for customers and Loaders on moving, cleanout, and life-transition tasks. This full-time role focuses on resolving issues across phone, text, chat, and email with empathy and ownership.

You’ll investigate claims, de-escalate tense conversations, and document outcomes while identifying root causes to strengthen the customer experience and protect LoadUp’s brand values.

Qualifications

• Genuine empathy and emotional intelligence.
• Calm, steady presence under pressure and resilience.
• Strong problem-solving and critical-thinking with fairness and guidelines.

Responsibilities

• Own customer and Loader concerns from first contact to final resolution across phone, text, chat, and email.
• Lead with empathy and active listening to understand the full situation and emotions.
• De-escalate tense conversations with patience and professionalism.
• Investigate service issues, damage claims, billing disputes, and complaints with required facts.
• Use sound judgment to resolve issues within guidelines, including credits, refunds, or re-service.
• Follow up proactively and keep customers informed with clear expectations.
• Document cases thoroughly and maintain accurate records.
• Identify root causes and recurring trends to improve the customer experience.
• Uphold LoadUp's brand values in every interaction, especially the difficult ones.

Skills

Empathy

Active listening

Problem-solving

Conflict resolution

Communication

Ownership

Organization

Tech-savvy

Evening/weekend availability

Customer service

Education

High school diploma or GED

Job description

LoadUp is seeking a Customer Resolution Agent to be the calm, caring voice for customers and Loaders on moving, cleanout, and life-transition tasks. This full-time role focuses on resolving issues across phone, text, chat, and email with empathy and ownership.

You’ll investigate claims, de-escalate tense conversations, and document outcomes while identifying root causes to strengthen the customer experience and protect LoadUp’s brand values.