Customer Resolution Agent

Job Description

Job Description

Customer Resolution Agent

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

• 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)