Customer Experience Consultant

Customer Experience Consultant

Location: Jacksonville, FL

Schedule: Monday-Friday, 8:00 AM-5:00 PM

Work Arrangement: Onsite during training; hybrid thereafter - 3 days onsite / 2 days remote

Compensation: Hourly pay + quarterly commission opportunities

About the Opportunity

Vaco has a great opportunity for a Customer Experience Consultant in Jacksonville, Florida. This newly created position focuses on the post-service customer experience, ensuring customers feel supported after services have been completed.

The Customer Experience Consultant will proactively follow up with customers, encourage participation in satisfaction surveys, identify and help resolve outstanding concerns, and build positive customer relationships.

Key Responsibilities

Customer Follow-Up

• Contact customers after service completion via phone, email, and text
• Encourage customers to complete satisfaction surveys
• Answer questions and address post-service concerns
• Build rapport through friendly, professional communication
• Escalate unresolved issues to the appropriate internal teams

Customer Advocacy

• Identify concerns that should be addressed before requesting survey participation
• Coordinate with internal teams to resolve outstanding customer issues
• Provide empathetic and professional support
• Take ownership of follow-up through resolution

Relationship Management

• Maintain accurate documentation of customer interactions
• Track follow-up activities and survey participation
• Conduct consistent, proactive customer outreach
• Help improve overall customer satisfaction and retention

Qualifications

• Previous experience in customer service, hospitality, call center, sales, account management, or another customer-facing role
• Excellent verbal and written communication skills
• Comfortable making a high volume of outbound calls
• Strong interpersonal skills and ability to quickly build rapport
• Organized with strong follow-up skills
• Comfortable communicating through phone, email, and text
• Proficient with Microsoft Office and customer management systems

Ideal Candidate

The ideal candidate is personable, persistent without being pushy, and genuinely enjoys working with customers. They should be comfortable proactively reaching out to customers, asking for survey participation, handling concerns with empathy, and taking ownership of the customer experience.

This is a great opportunity for someone who enjoys the relationship-building side of customer service and is motivated by both customer satisfaction and performance-based incentives.

Compensation & Benefits

This position offers competitive hourly compensation plus quarterly commission opportunities tied to performance and customer satisfaction metrics.

Eligible employees may also participate in available medical, dental, vision, and 401(k) benefits.

Vaco/Highspring Disclaimer

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.

Unless otherwise noted in the job description, the position Vaco/Highspring is filling is occupied. Vaco/Highspring is regularly asked to provide talent to other organizations. By submitting to this position, you agree 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 are satisfied. Further assessment beyond this initial phase will 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.

By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.
Desired Skills and Experience

Contact customers after service completion via phone, email, and text
Encourage customers to complete satisfaction surveys
Answer questions and address post-service concerns
Identify concerns that should be addressed before requesting survey participation
Coordinate with internal teams to resolve outstanding customer issues
Maintain accurate documentation of customer interactions
Track follow-up activities and survey participation

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 [email protected] .

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

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 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 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; 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).