{"id":538453,"url":"https://alion.io/job/nearmap-customer-experience-representative-onsite","title":"Customer Experience Representative (Onsite)","company":{"id":4832,"name":"Nearmap","domain":"nearmap.com","url":"https://alion.io/company/nearmap","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Jacksonville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":60000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1280},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LinkedIn","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false},{"name":"YouTube","optional":false}],"status":"live","first_seen_at":"2026-07-23T17:47:15Z","employer_posted_date":"2026-07-23","last_verified_at":"2026-11-01T03:16:26Z","board_verified":true,"closed_at":null,"days_open":100,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":99},"description":"About Nearmap\nProperty 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.\nWe 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.\n*This role is employed by itel, Inc., a Nearmap company, and will be onsite in Jacksonville, FL.\n Job Summary\nThe 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.\nKey Responsibilities\nResponds efficiently and accurately via phone, email and CX chat groups to customer inquiries, providing solutions and ensuring that they feel supported and valued\nHandles 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\nResolves customer issues and complaints effectively and efficiently to ensure contractual service levels (SLAs) are met\nMaintains accurate records of customer interactions and transactions\nRecognizes both basic and advanced problems, conducts research, provides resolution and follows up with customers in a timely manner to ensure an outstanding experience\nHelps customers use, understand, and get the most out of itel’s products and services\nEscalates any concerns as applicable to the appropriate resource or manager\nDocuments customer interactions and notifies management of any emerging trends\nPromotes a positive and productive environment, supporting teamwork and communication\n Education & Experience\nRequired\nHigh school diploma or equivalent\nAt least one (1) year of customer service experience\nOrganized and detail oriented\nAbility to remain composed and professional in a fast-paced environment\nStrong time management and decision-making skills\nFlexible and dependable team player\nExcellent verbal and written communication skills\nProficient with Microsoft Office Suite or related software\nPreferred\nBachelor’s degree\nExperience with Salesforce, Genesys and Chat platforms\nProficient in English and Spanish\nProficient in at least 60 WPM\nKey Competencies\nResults-Oriented: ability to plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames\nAdaptability to Change: ability to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment\nInterpersonal 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\nTeam 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\nAccountability: 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\nCultural 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\nWorking Conditions / Equipment Use\nWork is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions\nValid driver license with proof of insurance\nMust be able to lift up to fifteen (15) pounds\nFrequent use of office machines to include telephone, computer, and printer\n Why you'll love working at Nearmap:\nWe 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.\nLearn More About The Work We Do\nYouTube Page\nLinkedIn Page\nThanks, but we got this! Nearmap does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Nearmap employee, location or address. 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