Client Service Representative
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Job Description
Client Service Representative handling client inquiries for Business Wire. Acting as liaison between clients, sales team, and newsroom with a focus on excellent customer service.
Responsibilities:
- 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 office needs and events including media breakfasts and client visits and client lunch and learn events.
- Keeping 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.
Requirements:
- 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.
- 1 year of sales experience preferred.
Benefits:
- 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!
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