Cision, Distribution Customer Support Specialist, Content/Insights, AMER, Canada
Cision is a global powerhouse in the Public Relations software space with over 100 years of experience innovating the way businesses tell their stories. The Distribution Customer Support Specialist serves as the primary point of contact for clients, providing service and product information, resolving issues, and ensuring high customer satisfaction.
Responsibilities
- 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)
Skills
- 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
Benefits
- 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
Company Overview