This job receives, formats and processes client press releases to distribute to the media and other recipients accurately and in a timely manner while ensuring company standards and objectives.
Key Accountabilities:
1. Orchestrates and executes the efficient processing of client press releases including but not limited to; receives and validates content to ensure compliance with content acceptability guidelines, formats pictures, videos, validates hyperlinks and edits / modifies press releases on the website (CMS) in English and French
2. Disseminates press releases to the media via Canada Newswire distribution networks.
3. Posts press releases on various platforms inclusive of Social Media sites.
4. Coordinates international distribution of press releases with our international affiliates.
5. Acts as the point of contact for clients requesting distribution and translation services. Provides advice to clients as appropriate. (E.g. SEO counseling)
6. Dispatches and assigns client requests to the CCS team based on priority level (rotating basis).
7. Assists in onboarding/training new clients on the Online Member Centre platform (after hours support).
8. Partners with internal stakeholder teams to mitigate and resolve customer service challenges.
9. Performs other duties as required.
Qualifications:
High school diploma (or equivalent) plus a recognized post-secondary certificate in Journalism, Writing, Communications/PR or a related field is required.
Minimum of 1 year of experience in customer service and/or coordination is required, with some experience in an editing role and an understanding of Canadian media landscape preferred.
Basic knowledge of media communication such as earned, owned and paid media.
Working knowledge of MS Office (including Excel, Word and Outlook) and basic knowledge of a CRM. Basic knowledge of HTML, Acrobat and Photoshop is an asset.
Strong attention to detail, customer service and interpersonal skills required with a strong ability to perform tasks under pressure with tight deadlines.
Solid oral and written communication skills, with in depth knowledge of grammar to edit press releases.
Sales experience/training is an asset.
Fluent in both English and French.
Shift Sunday-Thursday, 11 PM - 7 AM ET
Working Environment and Demands
Sustained requirement for multi-tasking, simultaneous multiple urgent demands and / or work requiring attention to detail, subject to frequent, regular interruptions, or peak periods requiring an accelerated work pace or deadlines.
Salaried job based on 37.5 hours / week, on various schedules (days, evenings, overnights and weekends) with occasional requirement to work shifts that fall outside of regular shift. This job has no requirement to be on-call.
No travel is required.
Sustained requirement for manual dexterity / coordination for computer use.
Regular requirement for low-intensity mental, visual or aural concentration for such activities as reading, inputting data, taking notes.
Sustained requirement for high-intensity mental, visual or aural concentration such as proofreading press releases, listening to calls / presentations or face-to-face interactions of a more complex nature.
Internal Contacts
Manager, Client Content Services: To share/escalate difficult situations.
Client Content Specialists: To share and confirm information.
Sales team: To confirm client contract details and possible discounts.
Language Coordinator: To confirm client translation request.
Regulatory Filing Specialists: To confirm filing requests.
Accounting team: To answer billing questions.
Multimedia team: To coordinate multimedia project.
Product team: To enquiry about our service offering.
International affiliates: Cleveland, London, Shanghai – Cision colleagues – To coordinate international distribution.
IT: To share technical issues.
Client Success team: To discuss new clients – weekly.
External Contacts
Clients: To confirm receipt of press release, answer questions, advise on best practices, and pitch services
Decision Making
The job has the accountability and authority to:
Present upselling opportunity and how to best format press releases to client.
Make suggestions to clients regarding their press release (for upselling).
Determine workload priorities and whether press release is ready for distribution.
Validate the sender’s authority to disseminate press releases on behalf of his organization.
Validate if a press release’s content complies with our content acceptability policy.
Escalate / Refer client issues to Manager, Client Content Services. Additional Information
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