Customer Content Specialist

Objective
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.

Requirements
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 (asset in Toronto).