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Added 1 hour ago
BU Procurement Manager
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…to reduce costs and lead times while improving quality and service levels. The role requires excellent English communication skills as well as strong analytical…
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RSM US LLP
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- $18.5 USD / hour
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Added 1 day ago
NH
Guest Services Associate (Mid-Day), Ventura, Ca
National Health Foundation
Ventura, CA
- $18.5 USD / hour
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Added 1 day ago
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Added 1 day ago
IT Project Manager
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BU Procurement Manager
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Hotel Guest Service Supervisor | evo Hotel Salt Lake City | Salt Lake City, Utah
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Guest Services Associate (Mid-Day), Ventura, Ca
National Health Foundation
Ventura, CA
- $18.5 USD / hour
National Health Foundation offers full on the job training for candidates with strong customer service, de-escalation, and a willingness to learn, ready to grow into a meaningful career in…
Added 2 days ago
NH
Guest Services Associate (Mid-Day), Ventura, Ca
National Health Foundation
Ventura, CA
- $18.5 USD / hour
National Health Foundation offers full on the job training for candidates with strong customer service, de-escalation, and a willingness to learn, ready to grow into a meaningful career in…
Added 2 days ago
Patient Referral Coordinator - Call Center
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Associate Client Experience Specialist
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Added 6 days ago
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IT Solutions Consulting LLC

Associate Client Experience Specialist

Fort Washington, PA, United States

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Job details

Experience: IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients.
Posting language: English

Original job description

Description

About ITS:

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. Job Summary: The Associate Client Experience Specialist is an entry-level member of the Managed Services intake team and a first point of contact for clients across phone, chat, email, portal, and callback channels. Working under established procedures and with guidance from experienced team members, the Associate authenticates users, gathers and documents request details, resolves approved routine issues, schedules follow-up work, and routes requests to the appropriate support resource. This role is designed for someone who is service-oriented, coachable, attentive to detail, and eager to build technical and operational knowledge. Success means creating a welcoming client experience, following security and service procedures, communicating clear next steps, and escalating promptly when a request falls outside documented guidance. Level Scope

Performs routine intake, authentication, documentation, scheduling, and routing using documented procedures
Resolves approved first-contact requests using knowledge articles and runbooks
Seeks guidance for unfamiliar, complex, sensitive, or high-impact situations
Develops proficiency in ITS services, tools, support domains, and escalation paths
Receives regular coaching and applies feedback to improve quality and consistency

Responsibilities:

Client Intake and Experience
Participate in a structured rotation supporting phone, chat, email, portal, and callback channels
Welcome clients professionally, establish ownership of each request, and communicate clear next steps
Gather the client’s technical and business context, including service type, eligibility, urgency, business impact, and desired outcome
Provide timely updates within the Associate’s assigned scope and obtain help when broader coordination is required
Use empathy, active listening, and approved de-escalation practices
Engage a senior colleague for difficult, sensitive, or high-pressure interactions

Authentication, Documentation, and Qualification

Authenticate users and validate authorized contacts using approved security procedures
Classify incidents, service requests, changes, scheduled work, project activities, and vendor-related issues
Document all required ticket information before assignment, including impact, urgency, troubleshooting completed, and client expectations
Determine the appropriate support domain or queue using documented routing standards
Escalate suspected security events, critical incidents, and requests outside documented guidance without delay

First-Contact Resolution

Resolve approved procedural requests and documented recovery activities that can be completed safely within established guidelines
Assist with common requests such as password resets, account unlocks, access validation, and MFA support when authorized
Use knowledge articles, automation tools, runbooks, and standard operating procedures
Document the steps taken and the outcome of each resolution attempt
Stop and escalate when identity, authorization, risk, or resolution steps are unclear

Scheduling, Queue, and Routing Support

Schedule diagnostic sessions, remote-support appointments, callbacks, and follow-up engagements
Assist with coordinating clients and technical resources according to documented skill, urgency, impact, and service requirements
Monitor assigned intake queues and identify aging, unassigned, or at-risk requests
Communicate scheduling changes and appointment updates to clients and delivery teams
Maintain ownership until a request is resolved or accepted by the next responsible resource

Measures of Success

Performance is evaluated against established team targets and role expectations, including:
Authentication and security-procedure compliance
Ticket completeness, documentation quality, and routing accuracy
First-contact resolution within the approved Associate scope
Timely acknowledgment, updates, scheduling, and escalation
Client satisfaction and quality-review results
Schedule adherence, reliability, and completion of assigned training

Knowledge, Skills, and Abilities:

Developing client-service and relationship-building skills
Clear verbal and written communication with technical and non-technical audiences
Empathy, patience, professionalism, and composure under pressure
Strong attention to detail and ability to follow security and operating procedures

Requirements

Scheduling Requirements At time of hire or transfer your leader will confirm the assigned schedule. While ITS reserves the right to make changes at any point due to business need, no schedule changes will go into effect without at least 14 days-notice to the employee. This role may be assigned to a five day, 8-hour schedule or a four-day, 10-hour schedule. The four-day schedule may include a weekend day. Team members may be assigned to a primary shift from 7:00 a.m. to 5:00 p.m., a second shift from 2:00 p.m. to 12:00 a.m., or a third shift from 10:00 p.m. to 8:00 a.m. based on operational needs and ITS’s 24x7x365 support commitments. Flexibility to work the assigned schedule and shift is required.

Experience

Up to one year of experience in customer service, hospitality, dispatch, call-center operations, help desk, service coordination, or a related environment. Relevant coursework or internships may substitute for work experience.
Experience communicating through phone, email, chat, or ticketing systems is helpful.
Experience with Microsoft 365 applications, including Outlook, Word, and Excel, is helpful.
High school diploma or equivalent required; relevant postsecondary education is preferred but not required.

Compensation Package

ITS offers a full benefits package, including:

Rich Medical and prescription plans
Dental & Vision
Paid Holidays and Flexible Paid Time Off
401K/401K Roth with Safe Harbor matching
Stock Appreciation Rights
Company-paid life insurance, long-term and short-term disability insurance
Company-paid mental health support & financial wellness services
FSA for medical and dependent care
HSA option with compatible medical plan
Company-paid training, materials, and exams
Performance-based bonuses

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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More about this job

Skills

Documentation
Scheduling
Coaching
Active listening
Troubleshooting
Regulatory compliance
Relationship building
Communication skills
Attention to detail
Customer service
Technical support
Microsoft 365
Microsoft Outlook
Microsoft Word
Microsoft Excel

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