Jobs in the United States

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Production Associate
Aerotek
Aurora, OH
- $20 USD / hour
Job DescriptionThis contract-to-hire Production Associate / Machine Operator role supports a high-volume manufacturing environment that produces specialized filter products. You will…
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Entry-Level Assembler / Warehouse Associate
Aerotek
Bridgeville, PA
- $16 to $19 USD / hour
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
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Early Childhood Assistant Teacher
MINNESOTA VALLEY ACTION COUNCIL INC
Mankato, MN
- $18.5 to $19.3 USD / hour
Applicant must have a minimum of a Center Child Development Associate (CDA) credential or bewilling to obtain a credential/degree within two years of hire date
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Personal Banker - Northern Liberties
WSFS Bank
Philadelphia, PA
Must have at least one year of face-to-face customer service experience · Must have a proven ability to work with customers in an enthusiastic manner
Added 1 min ago
UH
Human Resources Coordinator
UO HR Website
Eugene, OR
- $23.52 to $35.74 USD / hour
This position reports to the Associate Director of Human Resources (ADHR) and works collaboratively with other members of the Knight Campus Human Resources team and university partners to…
Added 2 mins ago
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Experienced School Bus Driver
First Student
East Orange, NJ
- $15.92 to $31 USD / hour
Medical, Dental, Vision, & Life insurance or coverage options
Added 2 mins ago
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School Van Driver
First Student
Roseburg, OR
- $17.13 to $20.12 USD / hour
Health Care Benefits: Attractive, optional health insurance with employer contributions.*
Added 2 mins ago
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School Bus Driver
First Student
Pueblo West, CO
- $23.34 to $25 USD / hour
Guaranteed Minimum Hours: 4 days per week; 4 hours per day minimum
Added 2 mins ago
Pre Housing Associate, ESG/RRH
All Chicago Making Homelessness History
Chicago, IL
The Pre-Housing Associate is a key member of the Rapid Rehousing team. The Pre-Housing Associate has the central responsibility to provide support to the Emergency Solutions Grant (ESG) and…
Added 2 mins ago
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Building & Grounds Associate, 1st shift
Sunny Sky
Houston, TX
- $15 USD / hour
We are seeking a reliable and detail-oriented Building & Grounds Associate to maintain the cleanliness, safety, and upkeep of our beverage manufacturing facility. This role is responsible…
Added 2 mins ago
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Dispatch Supervisor
Terraboost Media
Naperville, IL
- $55,000 to $60,000 USD / year
High school diploma or GED required; Associate’s or Bachelor’s degree preferred.
Added 2 mins ago
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Industrial Machine Mechanic - Automotive Skills Welcome!
Senco Products, Inc.
Cincinnati, OH
- From $24 USD / hour
…opportunity to grow your skills and advance toward roles like Associate Manufacturing…
Added 3 mins ago
Paid Social Director
The Shipyard
Remote, United States
Added 3 mins ago
On Site - Revenue Cycle Manager
Hyndman Area Health Center
Bedford, PA
Must have the ability to work and travel between locations as needed · Professional Coder Certification required
Added 3 mins ago
Postdoctoral Research Associate - College of Engineering - Department of Mechanical Engineering
Carnegie Mellon University
Pittsburgh, PA
Carnegie Mellon University’s department of Mechanical Engineering is searching for a Postdoctoral Research Associate to join their team. This is an exciting opportunity for someone who…
Added 4 mins ago
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Brokerage Operations Specialist
Associated Investment Services, Inc.
United States
- $19.96 to $34.21 USD / hour
…operations across brokerage, mutual fund, annuity, and life insurance business. In this position, you'll help ensure transactions are processed accurately, support financial advisors and…
Added 4 mins ago
Sales Counselor
Brookdale Senior Living Inc.
Vernon Hills, IL
…catered to your overall health and wellness. Full suite of health insurance, life insurance and retirement plans are available and vary by employment…
Added 4 mins ago
Receptionist
Brookdale Senior Living Inc.
West Orange, NJ
…catered to your overall health and wellness. Full suite of health insurance, life insurance and retirement plans are available and vary by employment…
Added 4 mins ago
Wellness Director Memory Care
Brookdale Senior Living Inc.
Oro Valley, AZ
…catered to your overall health and wellness. Full suite of health insurance, life insurance and retirement plans are available and vary by employment…
Added 4 mins ago
Associate Director, Independent Medical Education
Merck
North Wales, PA · Rahway, NJ
The Associate Director, Independent Medical Education, (AD IME), position resides in the Value & Implementation (V&I) organization, which includes Global Medical and Scientific Affairs as…
Added 4 mins ago
Associate Director, Independent Medical Education - Oncology
Merck
North Wales, PA · Rahway, NJ
The Associate Director, Independent Medical Education, Oncology (AD IME), position resides in the Value & Implementation (V&I) organization, which includes Global Medical and Scientific…
Added 4 mins ago
Associate Director, Project Management - Chemistry Manufacturing & Controls (CMC) (HYBRID)
Merck
North Wales, PA · Rahway, NJ
…maintaining programs in harmony with the portfolio. In addition, the Associate Director will be expected to participate in development of tools and processes to support holistic portfolio…
Added 4 mins ago
Specialist, Technical Project Management
Merck
Rahway, NJ · West Point, PA
Added 4 mins ago
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IT Manager
API International
Tualatin, OR
- $115,000 to $130,000 USD / year
Employer-paid health, vision, dental, and long-term disability insurance – Base plan premium fully covered beginning the first day of the month following 60 days of employment. Spouse and…
Added 4 mins ago
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Instructor/ Maintenance Training
Allegiant
Sanford, FL · Las Vegas, NV
- $90,000 to $120,000 USD / year
Medical/Dental/Vision/Life/ Disability Insurance

IT Solutions Consulting LLC

Associate Client Experience Specialist

Foxborough, MA, 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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Work requirements

Jobs in the United States