Associate Client Experience Specialist

IT Solutions Consulting•Fort Washington, PA

23h

About The Position

The Associate Client Experience Specialist is an entry-level member of IT Solutions’ Managed Services intake team and a first point of contact for clients using phone, chat, email, portal, and callback channels. Working under established procedures and 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. The role is suited to someone who is service-oriented, coachable, attentive to detail, and eager to develop technical and operational knowledge. The position focuses on providing a welcoming client experience, following security and service procedures, communicating clear next steps, and escalating promptly when a request falls outside documented guidance. The Associate handles routine intake, authentication, documentation, scheduling, and routing; resolves approved first-contact requests using knowledge articles and runbooks; and seeks guidance for unfamiliar, complex, sensitive, or high-impact situations. Regular coaching is provided, and the Associate is expected to apply feedback and develop proficiency in ITS services, tools, support domains, and escalation paths.

Requirements

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.
High school diploma or equivalent.
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.
Flexibility to work the assigned schedule and shift, including at least one weekend day.

Nice To Haves

Experience communicating through phone, email, chat, or ticketing systems.
Experience with Microsoft 365 applications, including Outlook, Word, and Excel.
Relevant postsecondary education.

Responsibilities

Support clients through a structured rotation across phone, chat, email, portal, and callback channels.
Welcome clients professionally, establish ownership of requests, and communicate clear next steps.
Gather technical and business context, including service type, eligibility, urgency, business impact, and desired outcome.
Provide timely updates within the assigned scope and seek 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.
Authenticate users and validate authorized contacts using approved security procedures.
Classify incidents, service requests, changes, scheduled work, project activities, and vendor-related issues.
Document required ticket information before assignment, including impact, urgency, troubleshooting completed, and client expectations.
Select the appropriate support domain or queue using documented routing standards.
Escalate suspected security events, critical incidents, and requests outside documented guidance without delay.
Resolve approved procedural requests and documented recovery activities that can be completed safely within established guidelines.
Assist with authorized common requests such as password resets, account unlocks, access validation, and MFA support.
Use knowledge articles, automation tools, runbooks, and standard operating procedures, and document resolution steps and outcomes.
Stop and escalate when identity, authorization, risk, or resolution steps are unclear.
Schedule diagnostic sessions, remote-support appointments, callbacks, and follow-up engagements.
Coordinate 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.
Meet team expectations for authentication and security compliance, ticket quality, routing accuracy, first-contact resolution, timely communication and escalation, client satisfaction, schedule adherence, reliability, and training completion.