Customer Experience Associate
About The Position
The Customer Experience Associate (CEA I) is responsible for delivering timely, accurate, and professional support to clients across multiple communication channels. This is a foundational role focused on executing established processes, managing standard client inquiries, and building core skills in case management and problem-solving. CEA's are expected to operate with a strong sense of accountability, consistently meet performance expectations, and develop the skills required to handle more complex scenarios over time. This position will sit onsite Monday through Friday 8:30am - 5:30pm.
Requirements
- 2 years in customer support, client experience, or a related field
- Strong written and verbal communication skills
- High attention to detail and ability to follow processes
- Willingness to learn and take feedback
- Basic problem-solving ability and critical thinking
- Strong time management and organizational skills
- Familiarity with CRM or ticketing systems (Salesforce preferred)
- Comfort working across multiple tools and systems
Nice To Haves
- Experience in a fast-paced, client-facing, or supply chain environment preferred
Responsibilities
- Respond to client inquiries across multiple channels (Salesforce, email, Slack, etc.) within established SLAs
- Acknowledge and triage incoming requests quickly to ensure timely engagement
- Communicate clearly and professionally in all client interactions
- Provide consistent updates to clients through resolution
- Manage assigned cases from intake through resolution using established processes
- Accurately document, categorize, and update cases in Salesforce
- Follow SOPs to resolve standard and well-defined client issues
- Escalate more complex or unclear issues to senior team members when needed
- Follow established workflows, SOPs, and guidelines consistently
- Maintain accurate and complete case documentation
- Ensure attention to detail in all client communications and system updates
- Identify when processes are unclear or missing and flag to leadership
- Partner with internal teams as needed to support case resolution
- Ask questions and seek guidance when navigating unfamiliar scenarios
- Contribute to a positive, professional, and accountable team environment
- Build foundational knowledge of systems, workflows, and client needs
- Actively incorporate feedback to improve performance
- Develop problem-solving skills and confidence in handling cases independently
- Progress toward managing more complex cases with less oversight
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
