Customer Service Representative

Our Mission

Legacybox helps families reconnect with the most meaningful moments of their lives by digitizing and preserving their recorded memories. Every photo, film reel, and tape we process is a piece of someone’s personal history and a link between generations. We make these memories accessible and shareable for the future, and we give our customers peace of mind knowing their stories will endure.

About the Role

As a Customer Service Representative, you will be one of the first voices and faces of Legacybox. Your work directly shapes how customers feel about trusting us with their most treasured items. You will assist customers through phone, email, and live chat, and you will help guide them through their journey with warmth, clarity, and professionalism.

This is a role for someone who enjoys problem solving, supporting others, and creating great experiences at every touchpoint. You will respond to questions, troubleshoot order issues, and provide the steady reassurance that defines the Legacybox brand. You will work closely with the Customer Experience team to uphold high standards and contribute to a culture of empathy, care, and accuracy.

Job Type:

In Office, Full-Time

Pay:

Starting at $18.00 per hour

Shift Options:

Monday through Friday, 9:30 AM to 6:30 PM

Responsibilities

Customer Support

• Answer customer inquiries through phone, email, and live chat with accuracy, clarity, and empathy.

• Provide warm, human support that builds trust and strengthens customer relationships.

• Navigate and master our order management system to manage customer accounts efficiently.

• Handle customer concerns with patience and professionalism while offering solutions that reflect our standards of care.

Operational Excellence

• Follow established SOPs to ensure consistent and high-quality service.

• Stay aligned with CX team goals around response time, accuracy, and customer satisfaction.

• Participate in ongoing training, skill development, and feedback cycles.

• Support the broader CX team with additional tasks assigned by leadership.

Who You Are

• Available to work in the office.

• At least 18 years old.

• Comfortable with computers, digital tools, and multitasking.

• Positive, adaptable, reliable, and motivated by helping people.

• Committed to accuracy and detail, with strong written and verbal communication skills.

• Holds an associate degree or has at least one year of relevant work experience.

• Able to pass a drug test and all state, federal, and criminal background checks.

Benefits

• Competitive pay starting at $18.00 per hour.

• Healthcare coverage that includes medical, dental, and vision plans.

• Health Savings Account eligibility.

• Short-term disability plan available after the 30-day waiting period.

• Free 24/7 access to TextCare for medical support.

• Retirement plan with employer match, available after six months for employees age 21 or older.

• Paid time off, accrued bi-weekly.

• Exciting incentive programs and performance bonus opportunities up to $700 during peak season.

• Opportunities for growth and advancement within the Customer Experience team.

Work Environment

We take great pride in our Chattanooga facilities, including our downtown office and our newly renovated digitization plant where thousands of family memories are handled with care each day. This position is located on our Customer Experience floor inside the plant.

Who is Legacybox

Legacybox, originally known as Southtree, has helped more than one million families digitize and preserve their most meaningful home movies, photos, and film. Our company was founded on a commitment to restore and revalue what matters most. We pursue simple, thoughtful, and design-driven solutions that help people reconnect with the memories that shape their lives.

Legacybox is an Equal Opportunity Employer and complies with all Federal, State, and Local laws that prohibit discrimination in employment.