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, is seeking a Customer Experience Representative to join their dynamic team. This role serves as a critical liaison between customers and external partners, ensuring a seamless, supportive experience in a fast-paced, customer-focused environment. This is an excellent opportunity for someone who thrives on problem-solving, enjoys helping people, and wants to be part of a collaborative and mission-driven team. Position Overview The Customer Experience Representative partners closely with customers, insurance carriers, and independent adjusters to provide timely assistance, answer questions, and resolve issues. The ideal candidate will deliver personalized solutions tailored to each customers unique situation while maintaining accuracy, professionalism, and empathy. Key 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 both 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 Bachelors 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 What Our Client Offers Competitive compensation Comprehensive benefits package 401(k) with company match Paid time off Growth and advancement opportunities Supportive, collaborative culture If you are customer-focused, solutions-driven, and ready to make a meaningful impact, we encourage you to apply today. Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individuals 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 companys 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 individuals 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.