Client Service Representative - Lead

Business Wire, a Berkshire Hathaway company, is the global market leader in press release distribution and regulatory disclosure. We are on a mission to redefine how organizations connect with their audiences - and that’s just the beginning!
Organizations, large and small, depend on us to accurately publicize market-moving news and multimedia, and generate social engagements that develop interactions with their target audiences.
The CSR Team Lead’s role is to manage the Client Service Representatives (CSRs) in their region and ensure that team members, as the first point of contact for new Business Wire clients, cultivate customer relationships and complete each new or reactivated account setup to Business Wire’s high standards and workflows. The CSR Team Lead will be a member of the New Account Investigative Team (NAIT), responsible for review and approval of research completed by the CSR team members completing new account set ups for new or returning customers. 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 as well as additional coordination between the sales team, CSR team, NAIT, newsroom and clients.
Available Shift: Monday - Friday, 9:30am - 6:00pm Pacific

What You Will Do

• Manage the account setup workflow, removing and adding CSRs according to their schedule.
• Objectively analyze problem situations, taking personal responsibility for identifying a resolution and steps to provide a solution and remain engaged until a solution is reached.
• Act as an example to team members by maintaining a positive attitude and demonstrate effective leadership to ensure that everyone on the team succeeds in their role.
• Review, approve/reject submitted Membership Applications as a member of NAIT, following new account protocols and workflows.
• Provide training and follow up with CSRs when workflow and/or processes are not followed.
• Collaborate with NAIT team members and provide assistance on ‘second opinions’, problem submissions and workflow improvements.
• 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.
• Process membership applications, manage account setup and 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.
• Keep current with public and investor relations industry trends.
• Work as a team member to provide outstanding customer service and support.
• 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.
• Directly manage team members and handle people management tasks, including but not limited to: Managing Time and PTO requests in Workday, goal setting and tracking, writing and conducting annual Performance Reviews, team scheduling, conducting regular 1:1 meetings, overseeing team and individual motivation and discipline.
• Possess a working knowledge of products and applications as the backbone for understanding customers’ needs and making suggestions for solutions.

What You Will Need

• Strong interpersonal skills and ability to develop relationships with clients across an organizational hierarchy, including executive/C-level.
• Strong organizational, time management and multi-tasking skills.
• Ability to work under time constraints and deadlines.
• Excellent written and verbal communication skills.
• Ability to research, problem solve and articulate a response either via email or phone.
• Proficient in standard business applications including Microsoft Office (Word, Excel) and ideally, a CRM system such as Salesforce, HubSpot, and Slack.
• 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.
• 3 years of sales experience p