Job Description
At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate. Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow. Empower your impact at Cision. Be seen, be understood, be you. Distribution Customer Support Specialist Cision 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: 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. 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) Qualifications: (Required and Desired) 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. 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 What You'll Do What You'll Bring What We Offer 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. 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 . Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected status
