Senior Distribution Customer Support Representative
Cision
Salary undisclosed
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Description
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.
Cision, Inc. "the Company" only communicates with candidates and extends job offers through direct channels, not third parties.
Benefits
- health insurance
- 401(k)
- paid time off
- stock options
- tuition reimbursement
- disability insurance
- professional development
About this role
Cision is looking for a Senior Distribution Customer Support Representative to join their Albuquerque office on a full-time, in-office basis. You'll serve as both a frontline problem-solver and a mentor, handling customer inquiries across phone, chat, and email while guiding newer team members through their development. The role requires at least three years of customer support experience and calls for someone who can educate clients on Cision's distribution products, resolve issues efficiently, and maintain strong service metrics while working across platforms like Salesforce and NetSuite.
Success in this position depends on strong communication skills, active listening, and the ability to stay composed under pressure while managing multiple priorities. You'll need to be detail-oriented and adaptable, ready to work with different customer types and collaborate across internal departments—Finance, Technology, Sales, and Product—to improve support outcomes. A bachelor's degree is preferred, though your hands-on experience and track record will matter most.
Cision offers competitive benefits including medical, dental, and vision coverage, FSA options, life and disability insurance, a 401(k), flexible PTO, and tuition reimbursement for professional development. The work environment is casual, and the company emphasizes flexibility and growth opportunities within a global organization serving over 100,000 customers worldwide.
How this employer is doing
average
- News: Recently Raised Funding
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Senior Distribution Customer Support Representative postings in Albuquerque, and analyze any offer before you accept it.
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