Senior Distribution Customer Support Representative

PRIME Research Brazil; Cleveland (OH); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

Flexible PTO

Casual work environment

Tuition reimbursement

Professional training

Job summary

Cision is hiring a Senior Distribution Customer Support Representative to guide client inquiries across phone, chat, and email. You’ll resolve issues, educate clients on products, and support new hires while meeting performance metrics.

Ideal candidates have at least three years in customer support, strong communication skills, and the ability to adapt to changing needs within a fast-paced environment. A bachelor’s degree is preferred.

Qualifications

• Three years of experience in customer support.
• ,
• Bachelor's Degree preferred.
• Excellent communication skills.
• Ability to adapt to different customers and high-pressure situations.
• Detail oriented and goal driven.

Responsibilities

• Provide excellent customer service via phone, chat and email.
• Be the point of resolution whenever possible.
• Educate clients on 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 to ensure SLAs are met.
• Form successful internal partnerships with other departments to improve ability to support customer needs (Finance, Technology, Sales, Product).

Skills

Excellent communication

Phone & chat handling

Active listening

Detail oriented

Goal driven

Multi-tasking

Prioritization

Time management

Adaptability

Counsel customers

Education

Bachelor's Degree preferred

Tools

Salesforce

NetSuite

Microsoft Office

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.

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

• 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.

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 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 [e-mail]

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