Customer Service Rep-Logistics

Vaco has a great opportunity for a Customer Service Representative in Jacksonville, Florida. This job is contract to hire and is fully onsite during training, hybrid thereafter.


Position Summary


We are seeking a Customer Service Representative to serve as the primary point of contact for customers throughout the lifecycle of their service experience. This role is responsible for coordinating logistics, providing timely updates, resolving issues, and delivering exceptional customer support while ensuring a positive overall customer experience.


The ideal candidate thrives in a fast-paced environment, enjoys helping customers, excels at multitasking, and can effectively manage a high volume of phone calls, emails, and administrative tasks simultaneously.


Key Responsibilities


Customer Support & Communication

• Serve as the primary point of contact for customers from initial scheduling through service completion.
• Build positive customer relationships through proactive communication and follow-up.
• Educate customers regarding timelines, processes, expectations, and available services.
• Respond promptly to customer inquiries via phone, email, and text.
• Resolve customer concerns and escalate issues when necessary.
• Maintain detailed and accurate records of all customer interactions.

Coordination & Scheduling

• Coordinate scheduling changes, service requests, and customer updates.
• Communicate with internal teams and external partners to ensure timely service delivery.
• Monitor active accounts and provide customers with status updates and estimated timelines.
• Assist with appointment confirmations and service-related communications.
• Coordinate delivery and scheduling information with operational teams.

Problem Resolution

• Address service disruptions, delays, and customer concerns.
• Investigate issues and work with internal stakeholders to identify solutions.
• Escalate unresolved matters to management as appropriate.
• Provide support for claims, service recovery efforts, and customer retention initiatives.

Administrative Responsibilities

• Manage high volumes of incoming and outgoing communications.
• Maintain accurate customer records within company systems.
• Review reports, dashboards, and activity queues to identify priority actions.
• Track open issues and ensure timely follow-up and resolution.
• Assist with special projects and process improvement initiatives.

Qualifications


Required

• High school diploma or equivalent.
• Strong customer service experience in a professional environment.
• Excellent verbal and written communication skills.
• Professional phone presence and customer-focused approach.
• Strong organizational and time management skills.
• Ability to multitask and prioritize competing demands.
• Proficiency with Microsoft Office applications, including Outlook.
• Ability to learn and navigate multiple software systems simultaneously.

Preferred

• Associate's or Bachelor's degree.
• Experience in customer service, logistics, transportation, supply chain, dispatching, scheduling, hospitality, or related industries.
• Experience working in a high-volume call or service environment.

Desired Attributes

• Highly adaptable and comfortable in a fast-paced environment.
• Strong critical thinking and problem-solving skills.
• Technology savvy and able to quickly learn new systems.
• Detail-oriented with excellent follow-through.
• Team-oriented with a positive attitude.
• Able to manage multiple priorities while maintaining a high level of customer satisfaction.

Work Environment

• Fast-paced customer service environment with a high volume of phone, email, and electronic communications.
• Collaborative team atmosphere with opportunities for growth and development.
• Hybrid work flexibility available following successful completion of training and performance milestones.

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.


Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice


Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.


Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact View email address on click.appcast.io .


Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal .


By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice


Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here .
• Virginia residents may access our state specific policies here .
• Residents of all other states may access our policies here .
• Canadian residents may access our policies in English here and in French here .
• Residents of countries governed by GDPR may access our policies here .

Pay Transparency Notice


Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.