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

About the Role

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.

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.

Responsibilities

• 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
• 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
• 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

Requirements

• 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

Pay

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

Benefits

• Medical, dental, and vision benefits
• 401(k) retirement plan