Client Service Representative

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.  

• 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.

•  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.

• 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!