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

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.

• 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, Net Suite, 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 (Finance, Technology, Sales, Product).

• Bachelor’s Degree required.
• 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 overtime and holiday coverage required.

• State‑of‑the‑art office.
• Medical, dental, vision coverage.
• FSA (Health & dependent care).
• Life & disability insurance.
  
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• 401(k).
• Flexible PTO and work arrangements.
• Casual work environment.
• Tuition reimbursement & professional training.

Cision is 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 statuses. Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations.

Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact