Distribution Customer Support Representative

Senior Distribution Customer Support RepresentativeAlbuquerque, New Mexico, United States; Cleveland, Ohio, United States At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate. Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we'll create the conversations of tomorrow.Empower your impact at Cision. Be seen, be understood, be you.Cision (NYSE: CISN) is a global powerhouse in the Public Relations software space with over 100 years of experience innovating the way businesses tell their stories. Our award-winning solutions use cutting-edge technology to provide clients with industry-leading insights and the tools to improve their marketing and PR needs. With offices in over 20 countries around the world, we're committed to growing our communities and our people by offering amazing perks, professional development, and opportunities for you to power your career.The most important measure of our success is yours.Job SummaryAs a Senior Distribution Customer Support Representative, the employee will have at least three years of high-level experience acting as a liaison, providing service and product information, answering client questions, resolving emerging problems that the customer might face with accuracy and efficiency, and guiding the next generation of Distribution Customer Support Representatives to success.ResponsibilitiesAreas of importance for this Senior Customer Content Specialist to be both proficient and efficient in include, but are not limited to:Provide excellent customer service, respond efficiently to customer inquiries and maintain high customer satisfaction via phone, chat and emailBe the point of resolution whenever possibleEducate clients on Cision Distribution products, services and proceduresEducate colleagues on recent changes to SOPs and be available to help answer questions from new hiresMeet or exceed activity metrics as assignedNavigate various platforms and databases such as Salesforce, NetSuite, Microsoft Suite and other proprietary platforms and databasesAbility to reprioritize workload in order to ensure SLAs are metForm successful internal partnerships with other departments to improve ability to support customer needs (these areas include Finance, Technology, Sales, Product)Qualifications: (Required and Desired)Three years of experience in customer supportBachelor's Degree preferredAbility to be flexible with changeExcellent communication skillsStrong phone contact handling skills and active listeningDetail oriented, goal drivenAbility to multi-task, prioritize, and manage time effectivelyAbility to adapt/respond to different types of customers and high-pressure situationsAbility to counsel customers on distribution needs and meet or exceed counseling goalsCompany InsightsState-of-the-art officeMedical, dental, visionFSA (Health & dependent care)Life & disability insurance401(k)Flexible PTO and work arrangementsCasual work environmentTuition reimbursement & professional trainingCision is a leading global media intelligence company, serving the complete workflow of today's communication professionals. Offering the industry's most comprehensive PR, IR and social media software, rich analytics, content distribution, and influencer outreach, Cision enables clients to engage audiences, enhance campaigns and strengthen data-driven decision making. Cision solutions include PR Newswire, Gorkana, PRWeb, Help a Reporter Out (HARO) and iContact brands. Headquartered in Chicago, Cision serves over 100,000 customers in 170 countries and 40 languages worldwide, and maintains offices in North America, Europe, Asia, Latin America and Australia. For more information, visit