Customer Service Manager

Cision US Chicago, Illinois


Description

Position at Cision US

Customer Service Manager 

We are a leader in the professional communications software space. By investing in our brand and technologies, we are driving change in how communications pros distribute, monitor and evaluate their content. We invest in our people through training and management and empower them to drive their careers. 

Responsibilities

  • Manages a team of customer support representatives, and provides coaching and guidance in the support of customers. 
  • Establishes goals and metrics for the support function and measures the team's performance. 
  • Tracks customer complaints or inquiries and recommends changes to products or services to improve customer satisfaction. 
  • May directly handle more complex inquiries or inquiries from critical customers or accounts. 
  • Provide leadership and coaching to assure that all employees succeed in meeting individual performance goals as well as career growth
  • Establish performance benchmarks and hold team to those goals
  • Resolve customer conflicts and handle escalation procedures

Qualifications

  • Leads and directs the work of other employees and has full authority for personnel decisions. 
  • Primarily focused on administering established policies and procedures but may have some impact on departmental budgeting, strategic planning, and procedural change. 
  • Bachelor's degree or equivalent experience
  • 3+ years' of customer service
  • Bachelor's degree and at least 5 years of professionl experience. 
  • Excellent written and verbal communication skills
  • Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)

Company Insights:

  • 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
  • Gym on site
  • Tuition reimbursement & professional training

About Cision:

Cision Ltd. (NYSE: CISN) is a leading global provider of software and services to public relations and marketing communications professionals. Cision's software allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact. Cision has over 4,000 employees with offices in 15 countries throughout the Americas, EMEA, and APAC. For more information about its award-winning products and services, including the Cision Communications Cloud®, visit www.cision.com and follow Cision on Twitter @Cision. 

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.

Cision is committed to building an environment where all employees are set up to thrive and reach their full potential. We believe diversity, equity and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the 
CEO Action for Diversity & Inclusion™ pledge, the largest CEO-driven business commitment to advance diversity and inclusion within the workplace.

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses. 

EEO/AA employer M/F/D/V, 41 CFR 60–1.4