Customer Experience Consultant

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.


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.