Client Relations Specialist

2 weeks ago

New York, New York, United States Business Wire Full time

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Client Service Representative - Lead

As a leading entity in press release distribution and regulatory disclosure, Business Wire is dedicated to transforming how organizations engage with their audiences.

Our Client Service Representative (CSR) Team Lead plays a crucial role in overseeing the CSR team within their designated region. This position is essential for fostering customer relationships and ensuring that every new or reactivated account setup adheres to our rigorous standards and workflows.

Key Responsibilities:

  • Manage the workflow of account setups, adjusting CSR assignments based on their availability.
  • Conduct objective analysis of problem situations, taking ownership of resolutions and ensuring follow-through until solutions are achieved.
  • Exemplify a positive attitude and effective leadership to inspire team success.
  • Review and make decisions on submitted Membership Applications as part of the New Account Investigative Team (NAIT), adhering to established protocols.
  • Provide training and support to CSRs to ensure compliance with workflows and processes.
  • Collaborate with NAIT members to offer insights on problem submissions and enhance workflow efficiency.
  • Handle incoming inquiries from prospective and existing clients, addressing topics such as pricing, billing, and product information.
  • Process membership applications and facilitate account transitions to Sales Development Representatives.
  • Evaluate inbound leads unrelated to membership applications to determine appropriate routing steps.
  • Work alongside colleagues to document client interactions in Salesforce and ensure timely follow-ups.
  • Act as a liaison among clients, sales teams, marketing, and newsrooms to meet client needs effectively.
  • Stay informed about trends in public and investor relations.
  • Contribute as a team member to deliver exceptional customer service and support.
  • Establish trusting relationships with customers through enthusiasm and genuine concern for their needs.
  • Directly manage team members, overseeing tasks such as time management, goal setting, performance reviews, and motivation.
  • Maintain a comprehensive understanding of products and applications to address customer needs effectively.
  • Exhibit strong interpersonal skills to build relationships across organizational levels, including executive roles.
  • Demonstrate excellent organizational, time management, and multitasking abilities.
  • Work efficiently under deadlines and time constraints.
  • Possess exceptional written and verbal communication skills.
  • Research and problem-solve effectively, articulating responses clearly.
  • Be proficient in standard business applications, including Microsoft Office and CRM systems.
  • Prioritize tasks to maximize overall effectiveness and assess the urgency of assignments.
  • A bachelor’s degree or equivalent and prior customer service experience are preferred.
  • Sales experience is also advantageous.

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