Client Service Representative

Summary

Join Business Wire as a Client Service Representative and become the primary point of contact for new clients. You will handle incoming inquiries, manage membership applications, and collaborate with sales and newsroom teams. Responsibilities include fielding client calls and emails, ensuring client follow-up, and acting as a liaison between various departments. Success in this role requires excellent communication, organizational skills, and the ability to work in a fast-paced environment. A BA/BS degree is preferred, along with prior customer service experience and proficiency in Salesforce. Business Wire offers competitive benefits, including remote work options and excellent health benefits.

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

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 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

Preferred Qualifications

• BA/BS degree, or international equivalent, and customer service experience preferred
• Proficiency with Salesforce.com 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!