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Team Overview
The team supports Sales by servicing larger customers and works closely with Billing, Credentialing, Compliance, and Legal partners. Our customers are FCRA (Fair Credit Reporting Act) - focused resellers, making accuracy, compliance, and responsiveness critical. The team plays a key role in ensuring high quality, compliant service delivery across all engagements.
This role reports directly to the Lead - Sales Support Operations division.This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.
Role Overview and Core Responsibilities
Sales Support Representatives are tasked with managing various touch points of the customer experience life cycle, from gathering information on products and pricing to onboarding potential customers and servicing established customers.
Most customers are high profile, vary in complexity, and require exceptional service.
The position is responsible for performing duties associated with customer service and sales support, including general office and administrative efforts, while acting as a liaison between internal departments and external parties.
A mid-level position responsible for higher-touch accounts with greater revenue responsibility and product complexity.
The Representative is expected to demonstrate the aptitude to take on critical processes while maintaining high and consistent quality production standards and acting as a mentor to Rep I's.
Expected to quickly demonstrate proficiency in everyday platforms used to service accounts, such as TUBS, Salesforce, OnBase, SCM, and PeopleSoft, and collaborate on annual National Reseller Pricing (NRP) and Special pricing projects throughout the year.
Respond promptly to inquiries received by email or within Salesforce from internal and external customers and provide resolution, including basic technical support while acting as a liaison between the customer and internal departments.
Verify the accuracy and completeness of information and documentation received from customers.
Perform basic accounting tasks related to invoice inquiries and billing adjustments, business name and address changes, enablement code creation/updates, and product activation and deactivation, while providing usage and revenue reports when required.
Act as a liaison with departments such as TUCTS and TU Direct, support special projects, and perform additional duties including mentoring and reviewing work for accuracy.
Required Knowledge and Experiences
High school diploma required, associate's degree preferred. Prior professional work experience required: 2+ years' experience in a service and support role with demonstrated competencies.
Ability to multitask and work independently in a rapidly changing environment.
Excellent listening and communication skills with the ability to accurately make independent decisions.
Analytical; can grasp concepts and retain information.
Understands credit reporting laws and regulations.
Required Technical Skills
Proficient with Microsoft Office Products such as Microsoft Word and Excel.
Proficient with Salesforce and Tableau; a quick study of other platforms.
We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in:
Strong attention to detail with the ability to maintain focus.
Converses effectively (verbal and written) seeks and shares information and opinions, explains @context, asks follow-up questions, and solicits advice prior to acting.
Comfortably building a network of resources within the organization.
Leverages expertise and network tosolve problems, gain knowledge or improve processes and anticipates growing customer needs and expectations to improve service delivery or processes.
Demonstrates commitment to organizational goals, shares accurate information, drives results, contributes ideas, challenges current thinking, and takes accountability for quality and timeliness of work.
Strong attention to detail with the ability to maintain focus.
Converses effectively (verbal and written) seeks and shares information and opinions, explains @context, asks follow-up questions, and solicits advice prior to acting.
Comfortably building a network of resources within the organization.
Leverages expertise and network to solve problems, gain knowledge or improve processes and anticipates growing customer needs and expectations to improve service delivery or processes.
Demonstrates commitment to organizational goals, shares accurate information, drives results, contributes ideas, challenges current thinking, and takes accountability for quality and timeliness of work.
Benefits that support every part of your life:
At TransUnion, we design benefits to help youfeel well, do well, and plan well-from day one.
For Your Health: Enjoyday-one eligibilityfor medical, dental, and vision coverage, plus supplemental plan options. Spousal, domestic partner, and other eligible dependent coverage is available on select plans. Choose taxadvantagedHSAandFSAaccounts to make everyday care more affordable.
For Your Protection: We've got your back withcompanypaid basic life and AD&D, optionalvoluntary life and AD&Dfor you and your family, andshort and longterm disability. You can also opt into alegal plan,pet insurance, andtravel accident coverage.
For Your Family: Fromadoption assistance and fertility planning coveragetocaregiver support, we're here for every chapter. AccessDependent Care FSA for possibility of an employer match, a complimentaryCare@Workmembership, andup to 12 weeks of paid parental leavewith eligibility for a thoughtful, gradual return.
For Your Future: Build toward what's next with our401(k) with employer matchandEmployee Stock Purchase Plan (ESPP). Tapfinancial wellness resources,career coaching, and optionallongterm care insuranceto plan confidently.
For You: Grow and recharge withtuition reimbursement,flexible time off for exempt employees or paid time off for nonexempt employees, up to 12 paid holidays per year, commuter benefits, employeediscounts,charitable gift matching, andpaid volunteer time off, plus corporate volunteer events that make it easy to give back.
For Your Wellness: Access24/7 supportincluding professionaltherapy,coaching, and emotional wellbeing programs alongside guided meditation and resources that supportphysical, mental,
