Senior Distribution Support Leader - Customer Success

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

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.