Customer Experience Representative

Customer Experience Representative Location: Jacksonville, FL Schedule: Full-Time | In-Office with Potential Hybrid Schedule Pay: $20/hour Customer Experience Representative Opportunity Our client, a growing and nationally recognized service organization, is seeking a Customer Experience Representative to join its dynamic team in Jacksonville, FL. This position serves as an important liaison between customers, insurance carriers, and independent adjusters, helping ensure a seamless and supportive customer experience from initial inquiry through resolution. This is an excellent opportunity for someone who enjoys helping people, solving problems, and working in a fast-paced, collaborative environment. What You'll Do

• Respond promptly and professionally to customer inquiries via phone, email, and chat
• Manage a high volume of inbound and outbound calls regarding service updates, results, and next steps
• Provide first-call resolution whenever possible
• Investigate customer questions and concerns and follow through to resolution
• Meet established service level agreements (SLAs) and customer service expectations
• Maintain accurate documentation of customer interactions and transactions
• Identify both routine and complex customer issues and conduct necessary research
• Educate customers on available services, processes, and next steps
• Escalate concerns appropriately when additional assistance is required
• Monitor recurring customer questions and communicate trends or insights to leadership
• Collaborate with internal teams, insurance carriers, and independent adjusters
• Contribute to a positive, professional, and team-oriented work environment

What We're Looking For

• High school diploma or equivalent
• Minimum of 1 year of customer service experience
• Strong written and verbal communication skills
• Excellent organizational skills and attention to detail
• Ability to remain calm and professional in a high-volume, fast-paced environment
• Strong time management and decision-making skills
• Dependable, flexible, and team-oriented approach
• Proficiency with Microsoft Word, Excel, and Outlook

Preferred Qualifications

• Bachelor's degree
• Experience working with CRM or contact center platforms such as Salesforce, Genesys, or similar systems
• Bilingual in English and Spanish
• Typing speed of 60+ WPM

Compensation & Benefits

• $20/hour
• Medical, dental, and vision benefits
• 401(k) retirement plan
• Paid time off
• Potential eligibility for discretionary bonuses
• Growth and advancement opportunities
• Supportive and collaborative company culture

If you are customer-focused, solutions-driven, and enjoy providing an exceptional customer experience, we encourage you to apply today.

Vaco/Highspring Compensation Disclosure 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 filling 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 otherwise be conducted 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.