Cision, Distribution Customer Support Specialist, Content/Insights, AMER, Canada

Distribution Customer Support Specialist

Cision 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 SUMMARY:

The Distribution Customer Support Specialist is the client's primary point of contact with PR Newswire. This role acts as a liaison, provides service and product information, answers questions, resolves any emerging problems that the customer might face with accuracy and efficiency. Our team is genuinely excited to help customers.

Responsibilities:

Areas of importance for this Customer Support 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 email.
• Set up and confirm orders submitted for distribution through PR Newswire including vetting content for acceptability, reviewing and confirming order details with clients to accurately pass information through a processing queue, counseling clients on additional product solutions, and providing effective communication both verbal and written to support clients through the distribution process
• Be the point of resolution whenever possible
• Educate clients on PR Newswire products, services and procedures
• Meet or exceed activity metrics as assigned
• Navigate various platforms and databases such as Salesforce, NetSuite, Microsoft Suite and other proprietary platforms and databases
• Ability to reprioritize workload to ensure SLAs are met
• Form successful internal partnerships with other departments to improve ability to support customer needs (these areas include Finance, Technology, Sales, Product)

Qualifications: (Required and Desired)

Bachelor's Degree required

Must have at least 1 year of successful customer service experience

Excellent communication skills

Strong phone contact handling skills and active listening

Detail oriented, goal driven

Ability to multi-task, prioritize, and manage time effectively

Ability to adapt/respond to different types of customers and high-pressure situations

Strong computer skills

Must be flexible with schedule with some OT and holiday coverage required.

Company Insights:

State-of-the-art office

Medical, dental, vision

FSA (Health & dependent care)

Life & disability insurance

401(k)

Flexible PTO and work arrangements

Casual work environment

Tuition reimbursement & professional training