Real-Time Customer Care Specialist

LoadUp Technologies; Alpharetta (GA); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Health coverage

Paid time off

401(k) match

Monthly stipends

Referral bonuses

Job summary

LoadUp Technologies is hiring a Customer Resolution Agent in Alpharetta, GA. You will be the calm, caring voice, owning issues from first contact to final resolution across phone, text, chat, and email.

Collaborate with Real-Time Operations, Dispatch, and Field Operations to resolve matters quickly and professionally. The role requires strong empathy, problem-solving, ownership, and excellent written and verbal communication.

Qualifications

• Empathy and emotional intelligence to understand customers
• Calm, steady presence under pressure
• Strong problem-solving and critical-thinking with fairness
• Ownership: resolve cases to completion
• Excellent verbal and written communication
• Experience in customer service, conflict resolution, claims, or escalations
• Strong organization and attention to detail
• Tech-savvy and coachable
• High school diploma or GED required; college experience a plus
• Availability during evenings and weekends

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 situation and emotions
• De-escalate tense conversations with patience and professionalism
• Investigate service issues, damage claims, billing disputes, and complaints
• Use judgment to resolve issues with credits, refunds, or re-service
• Partner with Real-Time Operations, Dispatch, and Field Operations
• Follow up proactively and set clear expectations
• Document each case thoroughly with outcomes
• Identify root causes and recurring trends
• Uphold LoadUp's brand values in all interactions

Skills

Empathy

Emotional intelligence

Communication

Problem-solving

Ownership

Customer service experience

Conflict resolution

Organization

Tech-savvy

Evening availability

Weekend availability

Education

High school diploma or GED

College experience

Job description

LoadUp Technologies is hiring a Customer Resolution Agent in Alpharetta, GA. You will be the calm, caring voice, owning issues from first contact to final resolution across phone, text, chat, and email.

Collaborate with Real-Time Operations, Dispatch, and Field Operations to resolve matters quickly and professionally. The role requires strong empathy, problem-solving, ownership, and excellent written and verbal communication.