Vaco has a great opportunity for a Customer Service Representative in Jacksonville, Florida.  This job is contract to hire and is fully onsite during training, hybrid thereafter.

Position Summary

We are seeking a Customer Service Representative to serve as the primary point of contact for customers throughout the lifecycle of their service experience. This role is responsible for coordinating logistics, providing timely updates, resolving issues, and delivering exceptional customer support while ensuring a positive overall customer experience.

The ideal candidate thrives in a fast-paced environment, enjoys helping customers, excels at multitasking, and can effectively manage a high volume of phone calls, emails, and administrative tasks simultaneously.

Key Responsibilities

Customer Support & Communication

• Serve as the primary point of contact for customers from initial scheduling through service completion.
• Build positive customer relationships through proactive communication and follow-up.
• Educate customers regarding timelines, processes, expectations, and available services.
• Respond promptly to customer inquiries via phone, email, and text.
• Resolve customer concerns and escalate issues when necessary.
• Maintain detailed and accurate records of all customer interactions.

Coordination & Scheduling

• Coordinate scheduling changes, service requests, and customer updates.
• Communicate with internal teams and external partners to ensure timely service delivery.
• Monitor active accounts and provide customers with status updates and estimated timelines.
• Assist with appointment confirmations and service-related communications.
• Coordinate delivery and scheduling information with operational teams.

Problem Resolution

• Address service disruptions, delays, and customer concerns.
• Investigate issues and work with internal stakeholders to identify solutions.
• Escalate unresolved matters to management as appropriate.
• Provide support for claims, service recovery efforts, and customer retention initiatives.

Administrative Responsibilities

• Manage high volumes of incoming and outgoing communications.
• Maintain accurate customer records within company systems.
• Review reports, dashboards, and activity queues to identify priority actions.
• Track open issues and ensure timely follow-up and resolution.
• Assist with special projects and process improvement initiatives.

Qualifications

Required

• High school diploma or equivalent.
• Strong customer service experience in a professional environment.
• Excellent verbal and written communication skills.
• Professional phone presence and customer-focused approach.
• Strong organizational and time management skills.
• Ability to multitask and prioritize competing demands.
• Proficiency with Microsoft Office applications, including Outlook.
• Ability to learn and navigate multiple software systems simultaneously.

Preferred

• Associate's or Bachelor's degree.
• Experience in customer service, logistics, transportation, supply chain, dispatching, scheduling, hospitality, or related industries.
• Experience working in a high-volume call or service environment.

Desired Attributes

• Highly adaptable and comfortable in a fast-paced environment.
• Strong critical thinking and problem-solving skills.
• Technology savvy and able to quickly learn new systems.
• Detail-oriented with excellent follow-through.
• Team-oriented with a positive attitude.
• Able to manage multiple priorities while maintaining a high level of customer satisfaction.

Work Environment

• Fast-paced customer service environment with a high volume of phone, email, and electronic communications.
• Collaborative team atmosphere with opportunities for growth and development.
• Hybrid work flexibility available following successful completion of training and performance milestones.

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 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.