Real-Time Customer Resolution Specialist

LoadUp; Alpharetta (GA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive pay

Health coverage

Paid time off

401(k) with 5% match

Lifestyle stipends

Referral bonuses

Job summary

LoadUp is seeking a Customer Resolution Agent in Alpharetta, GA, to support customers and loaders on moving days, cleanouts, and life transitions. You will listen first, own each case, and drive toward a resolution that leaves everyone feeling heard and respected. This is a full-time, onsite role.

You’ll collaborate across teams, de-escalate challenging conversations, and document outcomes thoroughly while aligning with LoadUp’s values and service standards.

Qualifications

• Genuine empathy and emotional intelligence to connect with customers.
• Calm, steady presence under pressure during difficult conversations.
• Strong problem-solving and judgment to balance customer needs with guidelines.
• Proactive ownership to see cases through to resolution.
• Excellent verbal and written communication to explain outcomes clearly.

Responsibilities

• Own customer and Loader concerns from first contact to final resolution across phone, text, chat, and email.
• Lead with empathy, actively listening to understand the situation before moving to solutions.
• De-escalate tense conversations with patience and professionalism.
• Investigate service issues, claims, billing disputes, and complaints to reach fair outcomes.
• Use sound judgment to resolve issues with credits, refunds, or re-service per guidelines.
• Collaborate with Real-Time Operations, Dispatch, and Field Operations to resolve issues quickly.
• Follow up proactively and keep customers informed with clear expectations.
• Document each case with actions taken and outcomes.
• Identify root causes and trends to improve the customer experience.
• Uphold LoadUp’s brand values in every interaction.

Skills

Empathy

Active listening

Problem-solving

Ownership

Communication

Customer service

Resilience

Education

High school diploma

GED

Tools

CRM software

Job description

LoadUp is seeking a Customer Resolution Agent in Alpharetta, GA, to support customers and loaders on moving days, cleanouts, and life transitions. You will listen first, own each case, and drive toward a resolution that leaves everyone feeling heard and respected. This is a full-time, onsite role.

You’ll collaborate across teams, de-escalate challenging conversations, and document outcomes thoroughly while aligning with LoadUp’s values and service standards.