What are the responsibilities and job description for the Customer Service Representative position at LoadUp?
Who We Are
LoadUp is a fast-growing company that provides a transparent and convenient solution to on-demand home services through our custom tech-enabled order management and logistics platform. We match both individuals and businesses with our network of service providers for sustainable removal, disposal, assembly, and hourly labor services, nationwide.
We are looking for talented, committed, driven individuals to join our team! LoadUp is among Inc.’s list of the 5000 Fastest-Growing companies and is a certified Great Place to Work® six years in a row (2019 - 2025).
OUR CORE BELIEFS
At LoadUp, we exist to glorify God by pursuing excellence in all we do. Our definition of excellence is not perfection but rather a commitment to continual improvement, attention to detail, and the highest level of integrity. While each team member has a specific, clearly defined role, we’re all connected by a strong set of core beliefs that have been developed to foster advancement and guide our decisions. To bring out the best in our people, we look for individuals who exhibit these core beliefs every day.
At LoadUp, we’re not just solving problems—we’re supporting people through important moments. Our Support Agents are the steady, reliable voice, ensuring each customer interaction is handled with care, urgency, and professionalism.
You’re a great fit if you're:
LoadUp is a fast-growing company that provides a transparent and convenient solution to on-demand home services through our custom tech-enabled order management and logistics platform. We match both individuals and businesses with our network of service providers for sustainable removal, disposal, assembly, and hourly labor services, nationwide.
We are looking for talented, committed, driven individuals to join our team! LoadUp is among Inc.’s list of the 5000 Fastest-Growing companies and is a certified Great Place to Work® six years in a row (2019 - 2025).
OUR CORE BELIEFS
At LoadUp, we exist to glorify God by pursuing excellence in all we do. Our definition of excellence is not perfection but rather a commitment to continual improvement, attention to detail, and the highest level of integrity. While each team member has a specific, clearly defined role, we’re all connected by a strong set of core beliefs that have been developed to foster advancement and guide our decisions. To bring out the best in our people, we look for individuals who exhibit these core beliefs every day.
- Profit Drives Purpose - We believe running a profitable business allows us to fulfill our professional and personal purpose in life.
- Right Shell - We constantly need to be evaluating whether our processes, systems, and people are right-sized for maximum agility.
- Own It - Everyone has a stake in the company and, therefore, is responsible for their performance.
- Fellowship Matters - We believe there is power and connection in being present in the same physical space.
- Live in Truth - We’re committed to winning the right way. Call it like it is. No sugar coating.
- Action Over Words - Words are important, but 1000 words get trumped by 1 intentional action.
- Build to Last - We’re building this company to last and withstand the test of time. We play the long game in our decision-making and execution.
At LoadUp, we’re not just solving problems—we’re supporting people through important moments. Our Support Agents are the steady, reliable voice, ensuring each customer interaction is handled with care, urgency, and professionalism.
You’re a great fit if you're:
- A great listener who loves helping people
- Tech-comfortable and coachable
- Energized by fast-paced days (and ready to adapt on the fly)
- Able to bring empathy and efficiency to every conversation
- Able to work nights or weekends
- Be the first point of contact for customers and Loaders—resolving inquiries via phone, text, chat, and email with speed and empathy.
- Troubleshoot scheduling issues, service concerns, and escalations with a calm, solutions-first mindset.
- Monitor and manage real-time order status to ensure a seamless service experience from start to finish.
- Collaborate with internal teams (Dispatch, Field Operations, etc.) to resolve service issues and optimize support.
- Accurately document all interactions in our systems to maintain clear and organized customer records.
- Identify and report recurring issues or trends to help improve customer experience and internal processes.
- Uphold LoadUp’s brand values in every customer interaction.
- Adapt quickly to new tools, workflows, and priorities in a fast-moving, tech-enabled environment.
- 1 years of experience in a high-volume customer service or support environment.
- Solutions-first mindset with a passion for providing great service.
- Strong communication, organization, and time-management skills.
- Familiarity with computer systems and a willingness to learn our platforms.
- A team-first attitude and comfort in a feedback-rich culture.
- High school diploma or GED required; college experience is a plus.
- Openness to weekend availability.
- Meaningful Work: You'll help real people solve real problems every day.
- Supportive Team: Collaborative environment that has your best in mind.
- Growth-Minded Culture: Regular coaching, training, and opportunities to level up.
- Fun Energy: We work hard, laugh often, and celebrate wins.
- Perks & Benefits:
- Competitive Hourly Rate with Performance Bonus
- Medical, Dental, Vision, and Life Insurance Benefits
- Flexible Spending Account (FSA) or Health Savings Account (HSA)
- 401(k) with 5% Company Match
- Paid Time Off Policy
- Employee Stipend Program
- Employee Recognition Program
- Employee Referral Program