Customer Service Representative II (CSR II)

LoadUp Technologies • Alpharetta, GA

7d • Onsite

About The Position

We’re looking for a reliable, empathetic, and solutions-driven Customer Service Representative II (CSR II) to support our rapidly growing team at LoadUp. In this role, you’ll handle more complex customer and Loader interactions, resolve nuanced service issues, and take greater ownership of cases from start to finish. You’ll be trusted to work independently, exercise sound judgment, and deliver consistent, high-quality resolutions that align with LoadUp’s commitment to service excellence.

Requirements

• Experience: 2+ years in a high-volume customer service or support environment; experience resolving escalated issues is key.
• Technical Proficiency: High level of comfort with technology and the ability to adapt quickly to evolving tools and workflows.
• Communication: Strong skills to navigate nuanced conversations and resolve complex issues calmly and professionally.
• Critical Thinking: Proven ability to work independently, exercise sound judgment, and manage multiple priorities in a fast-paced environment.
• Education: High school diploma or GED required; some college experience preferred.
• Availability: Ability to work fully in-office (Monday – Friday, 7:30 - 4:30) and work nights or weekends as required.

Responsibilities

• Serve as a primary point of contact for customers and Loaders via phone, text, chat, and email, focusing on more complex or time-sensitive cases.
• Act as the first point of contact for escalations from CSRs, responding with empathy and professionalism.
• Take full ownership of assigned cases, ensuring resolution without unnecessary handoffs.
• Close the loop with customers who leave negative feedback on satisfaction surveys.
• Troubleshoot service challenges in real time, making informed decisions within established guidelines.
• Monitor on-hold orders and proactively address potential risks to service completion.
• Identify recurring issues or trends and flag them to leadership to support continuous improvement.
• Collaborate closely with Dispatch, Field Operations, and other internal teams to ensure a smooth customer experience.
• Accurately document all interactions, actions, and outcomes in internal systems with a high degree of detail.
• Consistently uphold LoadUp’s core beliefs and represent the brand with integrity.

Benefits

• Competitive Compensation – Earn a competitive salary that rewards results and team impact.
• Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage to support your well-being, on and off the job.
• Flexible Spending & Savings Options – Tailor your healthcare planning with FSA or HSA accounts, putting control and flexibility in your hands.
• Generous Paid Time Off – Take the time you need to rest, recharge, or explore life outside of work.
• 401(k) with 5% Company Match – Plan for the long-term, including a generous company contribution.
• Employee Recognition Program – Get rewarded and celebrated for your contributions.
• Monthly Lifestyle Stipends – Support for the essentials, or the extras, designed to enhance your everyday experience.
• Referral Rewards Program – Help us build a high-performing team and get rewarded for referring great talent.
• Growth with Purpose – We’re a scaling company where career paths evolve. You’ll have the opportunity to grow alongside the business and shape its future.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 51-100 employees