Senior Distribution Customer Support Representative

Cision (NYSE: CISN) 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:

As a Senior Distribution Customer Support Representative, the employee will have at least three years of high-level experience acting as a liaison, providing service and product information, answering client questions, resolving emerging problems that the customer might face with accuracy and efficiency, and guiding the next generation of Distribution Customer Support Representatives to success.

Responsibilities:

Areas of importance for this Senior Customer Content 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

Be the point of resolution whenever possible

Educate clients on Cision Distribution products, services and procedures

Educate colleagues on recent changes to SOPs and be available to help answer questions from new hires

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 in order 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)

Three years of experience in customer support

Bachelor’s Degree preferred

Ability to be flexible with change

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

Ability to counsel customers on distribution needs and meet or exceed counseling goals

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

The Cision Story:

Cision is a leading global media intelligence company, serving the complete workflow of today’s communication professionals. Offering the industry’s most comprehensive PR, IR and social media software, rich analytics, content distribution, and influencer outreach, Cision enables clients to engage audiences, enhance campaigns and strengthen data-driven decision making. Cision solutions include PR Newswire, Gorkana, PRWeb, Help a Reporter Out (HARO) and iContact brands. Headquartered in Chicago, Cision serves over 100,000 customers in 170 countries and 40 languages worldwide, and maintains offices in North America, Europe, Asia, Latin America and Australia. For more information, visit www.cision.com or follow @Cision on Twitter.