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Jobs at ITA Group, Inc. (Now Hiring) — 8 open

ITA Group, Inc. logoITA Group, Inc.

Customer Care Specialist I

Des Moines, Iowa, United States · Remote OK

Entry level

*Interested candidates must be able to work Monday-Friday, 10am-7pm CST POSITION DESCRIPTION The Customer Care Specialist handles inbound/outbound calls, email, and/or chats from program participants by answering their q…

Skills: Customer Service, Active Listening, Problem Solving, Time Management, Written Communication

ITA Group, Inc. logoITA Group, Inc.

Sr. Graphic Designer, Marketing Communications

West Des Moines, Iowa, United States · On-site

Senior

POSITION DESCRIPTION The Senior Graphic Designer creates, designs and produces quality, creative and effective print and electronic communication solutions for more complex projects with internal and external clients of …

Skills: Graphic Design, Print Production, Electronic Communication, Conceptualization, Pre-press

ITA Group, Inc. logoITA Group, Inc.

Associate Business Analyst (Pharma)

Atlanta, Georgia, United States · On-site

Entry level

POSITION DESCRIPTION The Associate Business Analyst supports the Event Technology team by assisting in the documentation, testing, and maintenance of IT systems and processes used for Group Event Management travel regist…

Skills: Business Analysis, Data Handling, System Support, Documentation, Testing

ITA Group, Inc. logoITA Group, Inc.

Event Manager (Meetings & Events)

Atlanta, Georgia, United States · On-site

Mid level

POSITION DESCRIPTION The Meetings & Events Event Manager coordinates the operation of event travel and virtual event programs for specific clients and serves as a leader for the internal team. The Event Manager provides …

Skills: Event Management, Budget Management, Client Relationship Management, Strategic Planning, Vendor Negotiation

ITA Group, Inc. logoITA Group, Inc.

Service Desk Analyst - Tier I

Atlanta, Georgia, United States · On-site

Entry level

POSITION PURPOSE: The Service Desk Analyst - Tier I provides first-level technical support to end-users, with the goal of delivering high levels of customer service and efficiency. This position is responsible for receiv…

Skills: Technical Support, Ticket Triage, Windows OS, Microsoft 365, Network Troubleshooting

ITA Group, Inc. logoITA Group, Inc.

Client Success Operations Manager

Atlanta, Georgia, United States · On-site

Mid level

POSITION PURPOSE The Client Success Operations Analyst owns the data-driven methodology and operational framework that enables the Client Success organization to create value for Clients at scale. By leveraging purpose-b…

Skills: Data Analysis, Client Success Management, Process Design, CRM Administration, Dashboard Creation

ITA Group, Inc. logoITA Group, Inc.

Business Analyst - Event Technology

Des Moines, Iowa, United States · On-site

Senior

POSITION DESCRIPTION The Business Analyst leads the design and building of IT systems and processes to support Group Event Management travel registration websites, and coordinates with 3rd party vendors to integrate and …

Skills: Business Analysis, System Design, Requirements Elicitation, Data Analysis, Software Testing

ITA Group, Inc. logoITA Group, Inc.

Software Developer

Ipswich, England, United Kingdom · On-site

Senior

POSITION DESCRIPTION The Software Developer designs and constructs technical solutions of well-defined, routine business problems for small or medium sized projects. The Software Developer works in conjunction with the p…

Skills: Java, Spring, MS SQL Server, Oracle, Git

ITA Group, Inc. logo

Customer Care Specialist I

ITA Group, Inc.

Des Moines, Iowa, United States • Remote OK

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Entry level

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  • Full-time
  • associate degree, bachelor degree
  • Posted 2d ago
  • ~40 hrs/week
  • Remote in Iowa, United States

Responsibilities

The Customer Care Specialist manages inbound and outbound communications via phone, email, and chat to support program participants. They are responsible for resolving inquiries, documenting interactions in software systems, and collaborating with internal departments to ensure customer satisfaction.

Requirements

Candidates should have an Associate's or Bachelor's degree or 1-2 years of customer service experience, preferably in performance marketing. Required skills include a typing speed of 40 wpm, proficiency in Windows software, and the ability to handle difficult customer interactions calmly.

Full job description

*Interested candidates must be able to work Monday-Friday, 10am-7pm CST

POSITION DESCRIPTION

The Customer Care Specialist handles inbound/outbound calls, email, and/or chats from program participants by answering their questions and providing support efficiently and successfully. This position cares for the brand of our clients in every interaction as well as ITA Group’s commitment to excellence.

 

ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS 

  • Handle inbound and outbound calls, emails, and/or chats from program participants of multiple clients regarding participant questions, challenges, and service needs ensuring all customer inquiries are handled efficiently and effectively.  
  • Answer all participant inquiries in a friendly and welcoming manner. 
  • Offer feedback to manager for improving customer satisfaction. 
  • Successfully complete and maintain all level 1 training objectives and performance goals. 
  • Use active listening skills and questioning techniques to support effective communication.  Take ownership of every participant interaction, ensuring proper follow up is given and participant satisfaction is attained when it is necessary to assign a task to other ITA Group personnel.   
  • Document inbound/outbound inquiries on appropriate software systems and participant records when applicable in a timely and accurate manner.   
  • Utilize available resources to research participant requests, inquiries and problems.  Interact with other ITA Group departments to investigate issues before obtaining management involvement. 
  • May assist in the implementation of new incentive, recognition, and travel (or miscellaneous programs) by thoroughly reviewing the CRM platform and recommending appropriate changes.  Work with the Manager and QA Analyst to ensure recommended and approved changes are implemented.   
  • Spend idle time between inquiries working productively by performing other tasks assigned by the Manager, or researching industry information on the performance marketing industry and travel destinations that will improve department knowledge and skill level.   
     
  • Understand the impact of attitude in handling inquiries professionally.   
  • Be proactive within the working environment and work with the manager/team to ensure the workplace is conducive to positive moral, individual style, quality, creativity, and teamwork. 
  • Strive to become recognized as an expert in your role by consistently improving position knowledge. 
  • Comply with policies, procedures, and other internal controls prohibiting any unfair, deceptive, or abusive practices in service calls and any other interactions with customers.

 

 

POSITION REQUIREMENTS

 

  • Associates or Bachelor’s degree preferred OR one to two years of customer service experience, preferably in the performance marketing or service-related industry. 
  • Effective organizational and time management skills.    
  • Excellent problem-solving and decision making skills with the ability to think quickly. 
  • Professional demeanor with a strong work ethic & conscientiousness. 
  • Ability to utilize various Windows based software applications. 
  • Ability to type 40 wpm. 
  • Ability to identify and resolve more complex problems and exercise sound judgment within established guidelines. 
  • Ability to establish and maintain positive working relationships with internal/external employees, participants, vendors or other contacts. 
  • Ability to handle multiple interruptions and adjustments to priorities throughout the day. 
  • Effective oral and written communication skills, including the ability to clearly express thoughts to others and exchange information.  Must be able to work effectively within a team environment. 
  • Excellent listening skills. 
  • Ability to effectively communicate with diverse, irate or other disgruntled individuals calmly and effectively within the team.  
  • Ability to listen, understand and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred. 
  • Ability to work the time necessary to complete projects and/or meet deadlines. 

 

To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required.

ITA Group, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Company.

Related keywords

Customer CarePerformance MarketingCRMInbound CallsOutbound CallsCustomer SatisfactionWindows SoftwareService-Related IndustryParticipant SupportCommunication Skills

About ITA Group, Inc.

LinkedInVisit site

We craft personalized engagement experiences for global brands looking to move their business forward.

Industry
Business Consulting and Services
Company size
501-1,000 employees
Founded
1963
Headquarters
West Des Moines, Iowa
LinkedIn followers
31,858

ITA Group helps leading brands around the world take action with confidence, resulting in increased sales, purchases, retention, referrals and alignment. Through events, incentives, recognition, loyalty, research and learning, we’re transforming how business feels for employees, channel partners and customers while helping brands create connections, motivate audiences and drive purposeful change.

Offices: 7000 Vista Dr, West Des Moines, Iowa 50266, US

EventsIncentive TravelWholesale Distributor IncentivesChannel IncentivesSales IncentivesService IncentivesEmployee EngagementEmployee RecognitionAward FulfillmentAnalytics
View all jobs at ITA Group, Inc.

About ITA Group, Inc.

LinkedInVisit site

We craft personalized engagement experiences for global brands looking to move their business forward.

Industry
Business Consulting and Services
Company size
501-1,000 employees
Founded
1963
Headquarters
West Des Moines, Iowa
LinkedIn followers
31,858

ITA Group helps leading brands around the world take action with confidence, resulting in increased sales, purchases, retention, referrals and alignment. Through events, incentives, recognition, loyalty, research and learning, we’re transforming how business feels for employees, channel partners and customers while helping brands create connections, motivate audiences and drive purposeful change.

Offices: 7000 Vista Dr, West Des Moines, Iowa 50266, US

EventsIncentive TravelWholesale Distributor IncentivesChannel IncentivesSales IncentivesService IncentivesEmployee EngagementEmployee RecognitionAward FulfillmentAnalytics
View all jobs at ITA Group, Inc.

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