Customer Resolution Agent

LoadUp•Alpharetta, GA

2d•Onsite

About The Position

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.

Requirements

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
Openness to evening and weekend availability

Nice To Haves

college experience is a plus

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
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