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.

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 customer's unique situation while maintaining accuracy, professionalism, and empathy.

• 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

• 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 environmentli>
• 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)

• 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

• 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.

1‑3 years experience with high volume of inbound and outbound calls
Helpful to have live chat experience