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

Distribution Customer Support Specialist

Cision is a global leader in the Public Relations software space, empowering individuals and organizations to make an impact. We are seeking a junior-level, remote Distribution Customer Support Specialist to join our team in Canada. This is a permanent, full-time position.

About the Role

As the primary point of contact for clients using PR Newswire, you will act as a liaison, providing essential service and product information. Your role will involve answering inquiries, resolving customer issues efficiently, and ensuring a high level of customer satisfaction. You will be instrumental in guiding clients through the distribution process and educating them on Cision's comprehensive suite of products and services.

Key Responsibilities

• Provide excellent customer service via phone, chat, and email, responding promptly to inquiries.
• Process and confirm orders submitted for distribution through PR Newswire.
• Vet content for acceptability and review order details with clients.
• Counsel clients on additional product solutions and effectively communicate throughout the distribution process.
• Act as a point of resolution for customer issues.
• Educate clients on PR Newswire products, services, and procedures.
• Meet or exceed assigned activity metrics.
• Navigate and utilize various platforms and databases, including Salesforce, NetSuite, and Microsoft Suite.
• Reprioritize workload to ensure Service Level Agreements (SLAs) are met.
• Build successful internal partnerships with departments such as Finance, Technology, Sales, and Product to enhance customer support.

Requirements

• Bachelor’s Degree.
• At least 1 year of successful customer service experience.
• Excellent communication skills (verbal and written).
• Strong phone contact handling skills and active listening abilities.
• Detail-oriented and goal-driven.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to adapt to different customer types and high-pressure situations.
• Strong computer skills.
• Flexibility with schedule, including potential for overtime and holiday coverage.

What We Offer

• A dynamic and innovative work environment where your voice is heard and your ideas are valued.
• Opportunities for professional development and career growth.
• A collaborative culture that champions curiosity and teamwork.
• Competitive benefits package including medical, dental, and vision insurance.
• Flexible Paid Time Off (PTO) and work arrangements.
• Tuition reimbursement.
• A casual work environment.