Customer Experience Representative (Onsite)

Nearmap; Jacksonville (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

Nearmap is hiring a Customer Experience Representative to act as a key liaison between customers and partners in a fast-paced, customer-focused setting. You will collaborate with insurance companies and adjusters to ensure accurate data collection and deliver personalized solutions tailored to each customer’s needs.

The role emphasizes timely responses via phone, email, and CX chat groups, resolution of issues to meet SLAs, and a commitment to a positive customer experience.

Qualifications

• High school diploma or equivalent required.
• At least one year of customer service experience.
• Organized and detail oriented with strong communication.
• Able to stay composed in a fast-paced environment.
• Strong time management and decision-making skills.
• Flexible team player with reliability.
• Proficient with Microsoft Office or related software.
• Preferred: Bachelor’s degree, Salesforce/Genesys experience, Spanish language, 60 WPM.

Responsibilities

• Respond to customer inquiries via phone, email, and CX chat groups with timely solutions.
• Handle high volumes of inbound/outbound calls related to building material testing status and results.
• Resolve issues to meet contractual SLAs and maintain satisfaction.
• Maintain accurate records of customer interactions and transactions.
• Research and escalate complex problems and follow up with customers.
• Help customers understand and maximize itel’s products and services.
• Escalate concerns to appropriate resource or manager.
• Document interactions and report emerging trends to management.
• Promote teamwork and a positive, productive environment.

Skills

Communication

Verbal & written

Organized

Detail oriented

Time management

Team player

Bilingual (English/Spanish)

Education

High school diploma

1+ year customer service

Bachelor’s degree (preferred)

Tools

Salesforce

Genesys

Chat platforms

Microsoft Office

Job description

Property intelligence is reshaping how the world understands the built environment, and Nearmap is driving that. We put powerful aerial imagery, AI-driven analytics, and geospatial tools into the hands of the people who plan, build, insure, and govern the places we all live and work. Our technology turns property uncertainty into decisive action, and our culture brings out the best in the people who build it.

We move fast, we care about craft, and we're proud of what we're building. If you're energized by turning hard problems into real-world impact, we'd love to meet you.

About Nearmap

Property intelligence is reshaping how the world understands the built environment, and Nearmap is driving that. We put powerful aerial imagery, AI-driven analytics, and geospatial tools into the hands of the people who plan, build, insure, and govern the places we all live and work. Our technology turns property uncertainty into decisive action, and our culture brings out the best in the people who build it.

This role is employed by itel, Inc., a Nearmap company, and will be onsite in Jacksonville, FL.

Job Description

Job Summary

The Customer Experience Representative serves as a key liaison between customers and partners, providing timely assistance, answering questions, and resolving issues in a fast-paced, customer-focused environment. The Customer Experience Representative collaborates with insurance companies and independent adjusters to ensure accurate data collection. This role is centered on delivering personalized solutions tailored to each customer's unique situation, always prioritizing their needs throughout the process.

Key Responsibilities

• Responds efficiently and accurately via phone, email and CX chat groups to customer inquiries, providing solutions and ensuring that they feel supported and valued
• Handles high volumes of inbound and outbound customer calls related to but not limited to building material testing status and results, providing first-call resolution and customer satisfaction
• Resolves customer issues and complaints effectively and efficiently to ensure contractual service levels (SLAs) are met
• Maintains accurate records of customer interactions and transactions
• Recognizes both basic and advanced problems, conducts research, provides resolution and follows up with customers in a timely manner to ensure an outstanding experience
• Helps customers use, understand, and get the most out of itel’s products and services
• Escalates any concerns as applicable to the appropriate resource or manager
• Documents customer interactions and notifies management of any emerging trends
• Promotes a positive and productive environment, supporting teamwork and communication

Qualifications

Education & Experience

Required

• High school diploma or equivalent
• At least one (1) year of customer service experience
• Organized and detail oriented
• Ability to remain composed and professional in a fast-paced environment
• Strong time management and decision-making skills
• Flexible and dependable team player
• Excellent verbal and written communication skills
• Proficient with Microsoft Office Suite or related software

Preferred

• Bachelor’s degree
• Experience with Salesforce, Genesys and Chat platforms
• Proficient in English and Spanish
• Proficient in at least 60 WPM

Key Competencies

• Results-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames
• Adaptability to Change: ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment
• Interpersonal Communication: ability to choose a communication behavior that is both appropriate and effective for a given situation; the ability to understand and manage your own emotions, as well as recognize and influence the emotions of others
• Team Orientation and Collaboration: ability to successfully build and maintain collaborative relationships to work effectively together as a team through shared responsibility, respect, and empathy to complete a shared goal for a common good
• Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
• Cultural Competence: ability to understand and respect values, attitudes, beliefs, and mores of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions

Working Conditions / Equipment Use

• Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions
• Valid driver license with proof of insurance
• Must be able to lift up to fifteen (15) pounds
• Frequent use of office machines to include telephone, computer, and printer

Additional Information

Why you'll love working at Nearmap:

We move fast and work smart; often wearing multiple hats. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

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