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

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

• 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

• 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