Customer Experience Representative

Vaco by Highspring; Jacksonville (FL); Presencial; USD 23 000 - 32 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical benefits

Dental benefits

Vision benefits

401(k) retirement plan

Paid time off

Discretionary bonuses

Growth opportunities

Collaborative culture

Resumo da oferta

Vaco in Jacksonville, FL is seeking a Customer Experience Representative to act as a liaison between customers, insurance carriers, and independent adjusters, guiding inquiries from initial contact through resolution.

You’ll respond promptly by phone, email, and chat, manage a high volume of calls, strive for first-call resolution, document all interactions, and escalate where needed to ensure SLAs are met.

Qualificações

• Minimum of 1 year of customer service experience.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Proficiency with Microsoft Word, Excel, and Outlook.

Responsabilidades

• 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 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 to leadership.
• Collaborate with internal teams, insurance carriers, and independent adjusters.

Conhecimentos

Customer service

Communication skills

Microsoft Word

Excel

Outlook

Formação académica

High school diploma or equivalent

Bachelor's degree

Ferramentas

Salesforce

CRM systems

Descrição da oferta de emprego

Schedule: Full-Time | In-Office with Potential Hybrid Schedule

Pay: $20/hour

Customer Experience Representative Opportunity

Customer Experience Representative

Location: Jacksonville, FL

Schedule: Full-Time | In-Office with Potential Hybrid Schedule

Pay: $20/hour

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

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.

Desired Skills and Experience

• Must have call center experience and working with live chat
• Excellent customer service skills required

Equal Opportunity Notice

Highspring LLC (d/b/a Vaco by Highspring) and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") are committed to the full inclusion of all qualified individuals 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 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 [e-mail].

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

Representation Notice

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. Additionally, you agree to be included in our talent pool for future hiring for similarly qualified positions. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. Lastly, you 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.

For residents of Ontario, Canada only: to the extent the position for employment is not with Highspring or not otherwise noted as vacant above, candidate should be informed that this role is to replace a presently employed person at Vaco by Highspring's client.

Privacy Notice

• 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 and UK GDPR may access our policies here.

Additionally, 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. More details about Vaco by Highspring's use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client's use of AI products in hiring.

Pay Transparency Notice

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 certification requirements;
• office location and other geographic considerations; and
• 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 and/or participation in medical, dental, and vision benefits as well as the company's retirement plan (or similar retirement benefits).