Senior Distribution Customer Support Representative

Job Summary:

As a Senior Distribution Customer Support Representative, the employee will have at least three years of high-level experience acting as a liaison, providing service and product information, answering client questions, resolving emerging problems that the customer might face with accuracy and efficiency, and guiding the next generation of Distribution Customer Support Representatives to success.

Responsibilities:

Areas of importance for this Senior Customer Content 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
• Be the point of resolution whenever possible
• Educate clients on Cision Distribution products, services and procedures
• Educate colleagues on recent changes to SOPs and be available to help answer questions from new hires
• 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 in order 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)

• Three years of experience in customer support
• Bachelor’s Degree preferred
• Ability to be flexible with change
• 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
• Ability to counsel customers on distribution needs and meet or exceed counseling goals

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