Real-Time Operations Agent (Dispatch)

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

About The Role

At LoadUp, we're not just fixing problems. We're helping people through moving days, cleanouts, and life transitions that matter to them. When something doesn't go as planned, our Customer Resolution Agents step in. You'll be the calm, caring voice that listens first, takes ownership, and sees every issue through to a resolution that leaves customers and Loaders feeling heard, respected, and confident in LoadUp. This is a full-time role.

About The Role

At LoadUp, we're not just fixing problems. We're helping people through moving days, cleanouts, and life transitions that matter to them. When something doesn't go as planned, our Customer Resolution Agents step in. You'll be the calm, caring voice that listens first, takes ownership, and sees every issue through to a resolution that leaves customers and Loaders feeling heard, respected, and confident in LoadUp. This is a full-time role.

Responsibilities

• Own customer and Loader concerns from first contact to final resolution across phone, text, chat, and email, making sure no one feels passed along or forgotten
• Lead with empathy, actively listening to understand the full situation and the emotions behind it before moving to solutions
• De-escalate tense or emotional conversations with patience, professionalism, and a genuine desire to make things right
• Investigate service issues, damage claims, billing disputes, and complaints, gathering the facts needed to reach fair, well-reasoned outcomes
• Use sound judgment to resolve issues within established guidelines, including service recovery options such as credits, refunds, or re-service
• Partner closely with Real-Time Operations, Dispatch, and Field Operations to resolve issues quickly and close the loop with customers
• Follow up proactively and keep customers informed, setting clear expectations and following through on every commitment
• Document each case thoroughly and accurately, maintaining clear records of the issue, actions taken, and outcome
• Identify root causes and recurring trends, and share insights that help prevent future issues and strengthen the customer experience
• Uphold LoadUp's brand values in every interaction, especially the difficult ones

What You'll Bring

• Genuine empathy and emotional intelligence, with the ability to understand a customer's perspective and make them feel truly heard
• A calm, steady presence under pressure and the resilience to handle challenging conversations without taking them personally
• Strong problem-solving and critical-thinking skills, with the judgment to balance customer satisfaction with fairness and company guidelines
• A strong sense of ownership: you see issues through to the end and don't consider a case closed until the customer is taken care of
• Excellent verbal and written communication skills, including the ability to explain outcomes clearly and tactfully, even when the answer isn't what the customer hoped for
• Experience in customer service, conflict resolution, claims, or escalations preferred
• Strong organization and attention to detail, with the ability to manage multiple open cases at once
• Tech-comfortable and coachable, with a willingness to learn new platforms and a team-first attitude in a feedback-rich culture
• High school diploma or GED required; college experience is a plus
• Openness to evening and weekend availability

Benefits

• Competitive compensation
• Health & wellness coverage
• Generous paid time off
• 401(k) with 5% company match
• Monthly lifestyle stipends, employee recognition programs, and referral bonuses

About LoadUp

LoadUp is a tech-powered, on-demand junk removal and home services platform, connecting individuals and businesses nationwide with a vetted network of local providers for removal, disposal, assembly, and hourly labor. Founded in 2014 to replace hidden fees and vague pricing with real-time, upfront pricing and dependable local pros, LoadUp is now one of the largest platforms of its kind in the country — named to Inc.'s 5000 Fastest-Growing Companies list and certified as a Great Place to Work® since 2019.

Location

Onsite | Alpharetta, GA (Metro Atlanta)