Cision - Distribution Customer Support Specialist, Content/Insights, AMER, Canada
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Requirements
• Must have at least 1 year of successful customer service experience • 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 • 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 • Flexible PTO and work arrangements • Casual work environment • Tuition reimbursement & professional training
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)
Benefits
• 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. • CisionOne • Brandwatch • PR Newswire • 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.
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