Associate Client Experience Specialist

IT Solutions Consulting LLC•Fort Washington, PA

About The Position

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. The role is intended for someone who is service-oriented, coachable, attentive to detail, and eager to build technical and operational knowledge. Success involves creating 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 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; and develops proficiency in ITS services, tools, support domains, and escalation paths. Regular coaching is provided, and the Associate is expected to apply feedback to improve quality and consistency. The position may follow a four-day, 10-hour schedule or a five-day, 8-hour schedule, and all schedules include at least one weekend day. Assigned shifts may be 7:00 a.m. to 5:00 p.m., 2:00 p.m. to 12:00 a.m., or 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.

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 required.
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, which may include at least one weekend day and a primary, second, or third shift.
Performance expectations include 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; and schedule adherence, reliability, and completion of assigned training.

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

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.
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.
Determine 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 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 steps taken and the outcome of each resolution attempt; 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.