Job description
As a Client Service Representative, you will be the first point of contact for new Business Wire clients. Customer-focused verbal and written communications, multi-tasking, time management and organizational skills are a must to succeed in this role with a high level of client and prospect interaction. You will be a key liaison between the sales team, newsroom and clients.
What You Will Do
- Field incoming emails and phone calls from prospective and existing clients. This includes but is not limited to queries on pricing, billing/collection matters, general product information and other related questions
- Primary responsibility and contact for membership applications, account setup & transition to Sales Development Representative
- As necessary, review inbound leads not related to membership applications and account setup and to determine the appropriate next step for routing
- Collaborate with colleagues on specific client interactions, record activity in Salesforce, and ensure proper client follow up occurs as needed.
- Act as liaison between client, sales team, marketing and newsroom to ensure that client needs are met
- Assist as needed with Business Wire needs and events, including media breakfasts and client visits and client lunch and learn events.
- Keep current with public and investor relations industry trends
- Work as a team member to provide outstanding customer service and support
- Consistently surpass customer expectations by understanding the customer’s business, empathizing with their problems and providing solutions to meet their needs.
- Take the first step, maintain a positive mental attitude and use enthusiasm and genuine concern to establish a trusting relationship that assures customers of your commitment and interest in understanding customer needs and working company internal systems to satisfy those needs.
- Objectively analyze problem situations, taking personal responsibility for identifying a resolution and steps to provide a solution and remaining engaged until a solution is reached.
- Possess a working knowledge of products and applications as the backbone for understanding customers’ needs and making suggestions for solutions.
What You Will Need
- Previous experience providing excellent customer service in a fast-paced environment
- Strong organizational, time management and multi-tasking skills
- Ability to work under time constraints and deadlines
- Excellent and adaptive verbal and written communication skills
- Proficient in standard business applications including Microsoft Office (Word, Excel) and ideally, a CRM system such as Salesforce
- Ability to prioritize time to maximize the greatest overall return on effort spent and probe for sufficient information to determine the significance and urgency of a specific task and devoting the appropriate amount of time to any given task based upon its relative impact on the successful completion of key job objectives.
- BA/BS degree, or international equivalent, and customer service experience preferred
- Proficiency with Salesforce.com preferred.
What We Offer
The base salary range for this position is $54k to 58k/year. Offered salary will be determined by several factors, including but not limited to: applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data. Business Wire reserves the right to modify this salary range at any time.
Business Wire’s total rewards include:
Ability to work remotely
Excellent health benefits that begin on your first day of employment
$100 monthly fitness allotment, a tuition reimbursement program, and enhanced mental health resources
401(k) plan with generous company match, and annual profit sharing contribution (subject to company performance)
PTO, Floating Holidays, Wellness Day Off, Birthday Day Off, and more!
