Customer Experience Consultant POST NUMBER: 485126

Vaco has a great opportunity for a Customer Experience Consultant in Jacksonville, Florida. After onsite training is completed, a hybrid schedule is offered (3 days onsite, 2 days remote). This position includes hourly pay and quarterly commissions.

Position Summary
We are seeking a customer-focused professional to support clients after services have been completed. This newly created role is responsible for following up with customers, encouraging completion of satisfaction surveys, resolving outstanding concerns, and ensuring a positive overall customer experience.

This position is ideal for someone who enjoys building rapport, communicating with customers through multiple channels, and taking ownership of follow-up efforts that help strengthen long-term customer relationships.

Key Responsibilities

Customer Follow-Up

• Contact customers after service completion via phone, email, and text messaging.
• Encourage participation in customer satisfaction surveys.
• Build positive relationships through friendly, professional communication.
• Answer questions and address concerns following the completion of services.
• Escalate unresolved issues to the appropriate internal departments.

Customer Advocacy

• Identify customers who may require additional support before completing satisfaction surveys.
• Coordinate with internal teams to resolve outstanding issues and improve the customer experience.
• Demonstrate empathy and professionalism when assisting customers with concerns.

Relationship Management

• Maintain accurate documentation of customer interactions.
• Track follow-up activities and survey participation.
• Help improve customer satisfaction metrics through proactive outreach.

Qualifications

• Previous experience in customer service, hospitality, call center, sales, or other customer-facing roles.
• Excellent verbal and written communication skills.
• Comfortable making a high volume of outbound calls.
• Strong interpersonal skills with the ability to build rapport quickly.
• Organized and able to manage multiple follow-up activities simultaneously.
• Proficient with Microsoft Office and customer management systems.

Preferred Experience

• Customer service or account management.
• Hospitality or service industry background.
• Call center or outbound calling experience.
• Experience handling customer concerns with empathy and professionalism.

Schedule & Compensation

• Monday–Friday, 8:00 AM–5:00 PM
• Hybrid schedule after successful completion of onsite training (onsite during training; hybrid thereafter)
• Competitive hourly pay plus performance-based bonus opportunities tied to customer satisfaction metrics.

Ideal Candidate

The successful candidate is personable, persistent without being pushy, and genuinely enjoys helping customers. They are comfortable reaching out to customers by phone, email, and text, can confidently ask for survey participation, and know how to turn a good customer experience into a great one through proactive follow-up.

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.