Customer Care Agent I

Position Overview

The first 3 letters in workplace safety are Y-O-U! TK Elevator is currently seeking an experienced Customer Care Agent I in Location: Atlanta, GA. At TK Elevator, our customers are at the center of everything we do. As a Customer Care Agent I, you’ll be the friendly voice and helpful guide for those we serve — supporting them with empathy, urgency and accuracy at every step of their journey. You’ll resolve issues, answer questions and serve as a trusted liaison between our customers and the field. Whether it’s through a phone call, email or chat, your goal is to deliver best-in-class service and build lasting relationships. You’ll also play a key role in supporting our marketing and sales functions by following up on incoming leads and helping industry partners better understand our new installation products. If you're passionate about making things right, proactive in solving problems and driven to create exceptional experiences — this role is for you.

Key Responsibilities

• Be the first point of contact for customers — resolving questions, concerns and requests received via phone, email, chat and web form with professionalism and empathy.
• Build trust with customers and internal teams by communicating clearly and proactively.
• Serve as a product ambassador — responding to inquiries from customers about new installation products and solutions.
• Support our marketing and sales teams by ensuring accurate and timely follow-up of inbound leads.
• Use our Customer Relationship Management (CRM) system to document interactions and route customer needs to the appropriate team for resolution.
• Help customers manage billing needs through Billtrust, including taking payments and resending invoices.
• Proactively identify revenue-generating opportunities through conversations and interactions, creating leads in CRM.
• Partner closely with regional teams to resolve customer complaints quickly and thoroughly.
• Capture and share customer feedback and service gaps to continuously improve our customer experience.
• Consistently meet or exceed quality and productivity targets.
• Contribute to team projects and support business initiatives as needed.

Required Qualifications

• 1+ year of customer service, sales support, or related experience.
• 1-year related experience; or an equivalent combination of education and experience.
• A customer-first mindset with the ability to listen, empathize, and act quickly.
• A collaborative spirit — thrives in a team environment and communicates clearly.
• A knack for solving problems creatively and critically.
• Strong time management and organizational skills.
• A high degree of integrity, discretion and professionalism.

Preferred Qualifications

• Education: Bachelor’s degree preferred, or equivalent combination of education and experience.
• Experience with marketing automation tools is a plus.
• Tech-savvy, with proficiency in Microsoft Office and familiarity with CRM systems.

Benefits & Perks

• Medical, dental, and vision coverage
• Flexible spending accounts (FSA)
• Health savings account (HSA)
• Supplemental medical plans
• Company-paid short- and long-term disability insurance
• Company-paid basic life insurance and AD&D
• Optional life and AD&D coverage
• Optional spouse and dependent life insurance
• Identity theft monitoring
• Pet insurance
• Company-paid Employee Assistance Program (EAP)
• Tuition reimbursement
• 401(k) Retirement Savings Plan with company match: Employees can contribute a portion of their pay on a pre-tax or Roth basis. The company provides a dollar-for-dollar match on the first 5% contributed.
• 15 days of vacation per year
• 11 paid holidays each calendar year (10 fixed, 1 floating)
• Paid sick leave, per company policy
• Up to six weeks of paid parental leave (available after successful completion of 90 days of full-time employment)