Customer Service Representative II; CSR II

Overview

Load Up is a modern junk removal and home services company leveraging proprietary technology to connect consumers with a nationwide network of independently contracted service providers. We pride ourselves on being a customer-centric organization, revolutionizing the way home services are delivered.

We are looking for talented, committed, driven individuals to join our team! Load Up is a certified Great Place to Work® and is among Inc.’s list of the 5000 Fastest-Growing companies four years in a row (2019 - 2023).

At Load Up, 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 1,000 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.

We’re looking for a reliable, empathetic, and solutions-driven Customer Service Representative II (CSR II) to support our rapidly growing team  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 Load Up’s commitment to service excellence.

Complex Case Management & Escalations

• 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.

Real-Time Problem Solving & Monitoring

• 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.

Cross-Functional Collaboration & Documentation

• 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 Load Up’s core beliefs and represent the brand with integrity.

• 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…