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
What You'll Do What You'll Bring What We Offer Cision is the global leader in consumer and media intelligence, engagement, and communication solutions. We equip PR and corporate communications, marketing, and social media professionals with the tools they need to excel in today's data driven world. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, enable over 75,000 companies and organizations, including 84% of the Fortune 500, to see and be seen, understand and be understood by the audiences that matter most to them. Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com. Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses. Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact [contact via apply link] Cision, Inc. "the Company" only communicates with candidates and extends job offers through direct channels, not third parties. Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.