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

Cision•Albuquerque, NM

3d•Onsite

About The Position

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.

Requirements

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.

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)