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. Cision (NYSE: CISN) 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: 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 The Cision Story: Cision is a leading global media intelligence company, serving the complete workflow of today’s communication professionals. Offering the industry’s most comprehensive PR, IR and social media software, rich analytics, content distribution, and influencer outreach, Cision enables clients to engage audiences, enhance campaigns and strengthen data-driven decision making. Cision solutions include PR Newswire, Gorkana, PRWeb, Help a Reporter Out (HARO) and iContact brands. Headquartered in Chicago, Cision serves over 100,000 customers in 170 countries and 40 languages worldwide, and maintains offices in North America, Europe, Asia, Latin America and Australia. For more information, visit www.cision.com or follow @Cision on Twitter. 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 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 hr.support@cision.com Cision, Inc. "the Company" only communicates with candidates and extends job offers through direct channels, not third parties. Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.

Requirements

Must-haves

Empower your impact at Cision. Be seen, be understood, be you.
The most important measure of our success is yours.
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
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
State-of-the-art office
Medical, dental, vision
FSA (Health & dependent care)

Nice-to-haves

Bachelor’s Degree preferred

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Pto

Professional Development