• Oversees customer account activity within the assigned Customer Experience Team’s book of business while coaching Customer Experience Specialists in prioritizing, managing, and measuring success • Serves as the primary escalation point for customers and Customer Experience Specialists, acting as a liaison across internal departments to facilitate resolution and effective solutions • Supports new customer launches and implementations to ensure a seamless onboarding experience • Consults with customers on complex or non-standard requests to understand needs and develop tailored solutions; provides coaching and guidance to Customer Experience Specialists on the same approach • Conducts ongoing needs assessments to identify opportunities for service improvement and growth; mentors team members in applying these practices • Collaborates with the NVP and internal teams to assess opportunities and challenges and recommends strategies for contract management, negotiations, and renewals • Fosters a positive, progressive, and productive work environment that promotes team engagement and performance • Provides direction, coaching, and guidance to team members to ensure departmental goals and daily activities are achieved • Identifies and implements process improvements in collaboration with cross-regional colleagues to enhance efficiency, productivity, and customer experience. • Partners with the NVP to provide insights and recommendations supporting performance management, including annual reviews and employee development

• Provides timely responses to customer inquiries by telephone and/or email in an in - or outbound service center • Open, maintain, and solve Customer Care tickets by recording issues and account information using computer technology • Manage large amounts of incoming emails and calls in a timely manner • Resolve product or service problems by clarifying the customer's experience; determining the cause of any problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution • Follow communication procedures, guidelines, and policies • Leverage scripts for email and phone conversations to properly represent the company voice and tone • Answer questions about damage claims and escalate to the proper manager to bring them to closure • Prioritize tickets effectively • Flexibly handle changes in policies or procedures

• Contact individuals who have requested information • Educate clients on available benefit options based on their needs • Assist clients in completing applications and enrolling in coverage • Follow up with leads via phone, text, or Zoom • Participate in ongoing training and team mentorship • Track performance metrics and maintain accurate records

Role Description The Distribution Customer Support Specialist is the client’s primary point of contact with PR Newswire. This role acts as a liaison, provides service and product information, answers questions, resolves any emerging problems that the customer might face with accuracy and efficiency. Our team is genuinely excited to help customers. - Provide excellent customer service, respond efficiently to customer inquiries and maintain high customer satisfaction via phone, chat and email. - Set up and confirm orders submitted for distribution through PR Newswire including vetting content for acceptability, reviewing and confirming order details with clients to accurately pass information through a processing queue, counseling clients on additional product solutions, and providing effective communication both verbal and written to support clients through the distribution process. - Be the point of resolution whenever possible. - Educate clients on PR Newswire products, services and procedures. - 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 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 - Bachelor’s Degree required. - Must have at least 1 year of successful customer service experience. - 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. - Strong computer skills. - Must be flexible with schedule with some OT and holiday coverage required. Benefits - 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.