Customer Experience Associate

About the role

The Customer Experience Associate (CEA I) provides timely, accurate, and professional support to Stord's clients across multiple communication channels. This entry‑level position focuses on executing established processes, handling standard client inquiries, and building core case‑management and problem‑solving skills.

Key responsibilities

• Respond to client inquiries via Salesforce, email, Slack, and other channels within defined SLAs.
• Acknowledge, triage, and engage with incoming requests promptly.
• Maintain clear, professional communication and provide regular updates to clients throughout case resolution.
• Manage cases from intake to closure, documenting details, categorizing issues, and following SOPs.
• Escalate complex or ambiguous issues to senior team members when necessary.
• Adhere to established workflows and quality standards.

Required profile

• Strong sense of accountability and commitment to meeting performance targets.
• Ability to follow documented processes and standard operating procedures.
• Clear written communication skills and professional client interaction.
• Eagerness to develop problem‑solving abilities and handle increasingly complex scenarios.

Required skills

• Experience using Salesforce for case management.
• Familiarity with Slack as a communication tool.