Customer Experience Representative POST NUMBER: 484680

Customer Experience Representative

Location: Jacksonville, FL (Onsite)
Employment Type: Full-Time
Pay $20
In office or possible hybrid schedule

Our client, a growing and nationally recognized service organization, is seeking a Customer Experience Representative to join their dynamic team. This role serves as a critical liaison between customers and external partners, ensuring a seamless, supportive experience in a fast-paced, customer-focused environment.

This is an excellent opportunity for someone who thrives on problem-solving, enjoys helping people, and wants to be part of a collaborative and mission-driven team.

Position Overview

The Customer Experience Representative partners closely with customers, insurance carriers, and independent adjusters to provide timely assistance, answer questions, and resolve issues. The ideal candidate will deliver personalized solutions tailored to each customer’s unique situation while maintaining accuracy, professionalism, and empathy.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat

• Handle high volumes of inbound and outbound calls related to service status updates and results

• Provide first-call resolution whenever possible to ensure customer satisfaction

• Investigate and resolve customer concerns to meet established service level agreements (SLAs)

• Maintain accurate documentation of all customer interactions and transactions

• Identify both routine and complex issues, conduct research, and follow through to resolution

• Educate customers on services and ensure they understand next steps

• Escalate concerns appropriately when necessary

• Track trends in customer inquiries and communicate insights to leadership

• Contribute to a positive, team-oriented work environment

Required Qualifications

• High school diploma or equivalent

• Minimum of one (1) year of customer service experience

• Strong organizational skills and high attention to detail

• Ability to remain calm and professional in a fast-paced environment

• Excellent time management and sound decision-making skills

• Dependable, flexible, and team-oriented

• Strong written and verbal communication skills

• Proficiency in Microsoft Office (Word, Excel, Outlook)

Preferred Qualifications

• Bachelor’s degree

• Experience with CRM and contact center platforms (e.g., Salesforce, Genesys, or similar systems)

• Bilingual in English and Spanish

• Typing speed of 60 WPM

What Our Client Offers

• Competitive compensation

• Comprehensive benefits package

• 401(k) with company match

• Paid time off

• Growth and advancement opportunities

• Supportive, collaborative culture

If you are customer-focused, solutions-driven, and ready to make a meaningful impact, we encourage you to apply today.

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan. Additional disclaimer: Unless otherwise noted in the job description, the position Vaco/Highspring is filing for is occupied. Please note, however, that Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions. Submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. Further assessment of candidates beyond this initial phase within Vaco/Highspring will be otherwise assessed by recruiters and hiring managers. Vaco/Highspring does not have knowledge of the tools used by its clients in making final hiring decisions and cannot opine on their use of AI products.