Customer Experience Representative

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, seeks a Customer Experience Representative to join its dynamic team. The role serves as a critical liaison between customers, insurance carriers, and independent adjusters, ensuring a seamless and supportive experience in a fast‑paced, customer‑focused environment. 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 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. Benefits Competitive compensation. Comprehensive benefits package. 401(k) with company match. Paid time off. Growth and advancement opportunities. Supportive, collaborative culture. Equal Opportunity Notice Highspring LLC (d/b/a Vaco by Highspring) and its affiliates are committed to the full inclusion of all qualified individuals and do not discriminate against any employee or applicant for employment because of race, color, sex, 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 applicable law. The company is also committed to ensuring that persons who need them are provided with reasonable accommodations. If an accommodation is needed to participate in the job application or interview process, please contact View email address on click.appcast.io. Workplace discrimination is illegal. #J-18808-Ljbffr