Client Service Representative

Business Wire • New York, NY

1d • Remote

About The Position

Business Wire, a Berkshire Hathaway company, is the global market leader in press release distribution and regulatory disclosure. We are on a mission to redefine how organizations connect with their audiences - and that’s just the beginning! Organizations, large and small, depend on us to accurately publicize market-moving news and multimedia, and generate social engagements that develop interactions with their target audiences. As a Client Service Representative, you will be the first point of contact for new Business Wire clients. Customer-focused verbal and written communications, multi-tasking, time management and organizational skills are a must to succeed in this role with a high level of client and prospect interaction. You will be a key liaison between the sales team, newsroom and clients. Available Shift: Monday - Friday 9:30 AM CST to 6:00 PM CST.

Requirements

• Previous experience providing excellent customer service in a fast-paced environment.
• Strong organizational, time management and multi-tasking skills.
• Ability to work under time constraints and deadlines.
• Excellent and adaptive verbal and written communication skills.
• Proficient in standard business applications including Microsoft Office (Word, Excel) and ideally, a CRM system such as Salesforce.
• Ability to prioritize time to maximize the greatest overall return on effort spent and probe for sufficient information to determine the significance and urgency of a specific task and devoting the appropriate amount of time to any given task based upon its relative impact on the successful completion of key job objectives.
• BA/BS degree, or international equivalent, and customer service experience preferred.
• 1 year of sales experience preferred.

Responsibilities

• Field incoming emails and phone calls from prospective and existing clients. This includes but is not limited to queries on pricing, billing/collection matters, general product information, and other related questions.
• Primary responsibility and contact for membership applications, account setup & transition to Sales Development Representative.
• As necessary, review inbound leads not related to membership applications and account setup and to determine the appropriate next step for routing.
• Collaborate with colleagues on specific client interactions, record activity in Salesforce, and ensure proper client follow up occurs as needed.
• Act as liaison between client, sales team, marketing and newsroom to ensure that client needs are met.
• Assist as needed with Business Wire office needs and events including media breakfasts and client visits and client lunch and learn events.
• Keeping current with public and investor relations industry trends.
• Work as a team member to provide outstanding customer service and support.
• Consistently surpass customer expectations by understanding the customer’s business, empathizing with their problems and providing solutions to meet their needs.
• Take the first step, maintain a positive mental attitude and use enthusiasm and genuine concern to establish a trusting relationship that assures customers of your commitment and interest in understanding customer needs and working company internal systems to satisfy those needs.
• Objectively analyze problem situations, taking personal responsibility for identifying a resolution and steps to provide a solution and remaining engaged until a solution is reached.
• Possess a working knowledge of products and applications as the backbone for understanding customers’ needs and making suggestions for solutions.

Benefits

• Ability to work remotely
• Excellent health benefits that begin on your first day of employment
• $100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
• 401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
• PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees