Distribution Customer Support Specialist

Cision is a global leader in PR software, leveraging over a century of innovation to help businesses tell their stories effectively. Our award-winning solutions use cutting-edge technology to provide clients with industry-leading insights and tools to enhance their marketing and PR efforts. With a presence in over 20 countries, we are dedicated to the growth of our employees and communities, offering excellent perks, professional development, and career advancement opportunities.

About the Role

The Distribution Customer Support Specialist serves as the primary client contact for PR Newswire. This role is crucial for acting as a liaison, providing essential service and product information, addressing inquiries, and efficiently resolving any customer issues.

Responsibilities

• Provide exceptional customer service, responding promptly to inquiries via phone, chat, and email, and maintaining high customer satisfaction.
• Set up and confirm distribution orders, including vetting content for acceptability, reviewing details with clients, counseling on additional product solutions, and ensuring accurate information transfer.
• Act as the primary point of resolution for customer issues.
• Educate clients on PR Newswire products, services, and procedures.
• Meet or exceed assigned activity metrics.
• Navigate and utilize various platforms and databases, including Salesforce, NetSuite, Microsoft Suite, and proprietary systems.
• Reprioritize workload effectively to meet Service Level Agreements (SLAs).
• Build successful internal partnerships with departments such as Finance, Technology, Sales, and Product to enhance customer support capabilities.

Qualifications

• Bachelor's Degree required.
• Minimum of 1 year of successful customer service experience.
• Excellent communication skills.
• Strong phone contact handling skills and active listening abilities.
• Detail-oriented and goal-driven.
• Ability to multi-task, prioritize, and manage time effectively.
• Adaptable and able to respond to different customer types and high-pressure situations.
• Strong computer skills.
• Flexibility with scheduling, including potential overtime and holiday coverage.

What We Offer

• State-of-the-art office facilities.
• Comprehensive benefits package: Medical, dental, vision.
• Flexible Spending Accounts (FSA) for health and dependent care.
• Life and disability insurance.
• 401(k) retirement plan.
• Flexible Paid Time Off (PTO) and work arrangements.
• Casual work environment.
• Tuition reimbursement and professional training opportunities.