Sales Support Representative

We are TransUnion and we are proud of the remarkable achievements we have made in the consumer credit information services industry.  If you share our competitive spirit and take pride in your professional accomplishments, consider joining TransUnion today. 

 

Provides clerical and administrative sales support to sales staff and management in areas including, but not limited to customer service, sales related research, client technical support, membership services, accounting issues, and general office support. 

 

The intermediate level requires an understanding of TU products and services, applicable systems, sales processes and procedures. May adapt procedures, processes and techniques to meet the more complex requirements of the position.  Regularly interacts with and acts as a liaison between various internal departments and external parties to resolve customer and sales related questions and problems. Refers only the most complex issues to higher levels. Generally works independently with very limited direction, prioritizing tasks and creating daily work plans.  May assist in orienting and training lower level employees. Begins to seek and identify process improvements.

Must be fully qualified to perform the duties and responsibilities of the entry-level position (Sales Support Assistant) and performs most of the duties described below (duties may vary slightly from one division to another):

 

1. Customer Service:  Answers and responds to incoming calls from customers and sales associates.  Resolves most questions and problems independently, many of  which include a greater degree of interpretation and coordination with other departments than the entry level requires.  Refers only the most complex issues to higher levels.  Answers questions regarding membership, billing, pricing, software, products, FCRA, and other general questions using knowledge of TU systems and products.  Researches information using various systems (e.g., Vision, TUBS, CRONUS, CAP), product brochures, and other resources.  Partners with theRegional Operations Center, Solution Center, and other departments to resolve customer issues. Explains information found on credit reports (e.g. FICO scores, subject selection, tradelines, product add-ons and inquiries).   Informs consumers of proper procedure in obtaining and disputing credit file information and receiving fraud assistance.  May begin telemarketing/telesales duties. 

2. Technical Support:  Understands products and associated software issues.  Provides basic technical support to customers. Acts as a liaison between the customer, internal departments, and software vendors in resolving communication issues. Refers higher-level technical issues when needed. Assists customers with subscriber codes, passwords, dialup numbers, and other access issues.  Pulls credit reports for customers who are down due to technical difficulties. May provide software installation and training for customers via phone or occasionally on-site. Keeps abreast of software updates and changes.

3. Membership Coordination: Compiles and distributes membership packets to prospective customers. Reviews packets upon return for completeness and accuracy, ensuring all documents are completed, signed, and included. Reviews applications, letters of intent, various agreements, bank and trade references, and other forms for errors and missing items. Is able to identify inconsistencies across documents and potential problems.  Acts as a liaison between the customer, Membership Department and sales associate on open membership issues and to ensure compliance with SOP 1000.  May verify customer¿s type of business, address, phone number, and reference information to ensure propriety.  Ensures copies and originals are filed and received in accordance with prescribed timeframes and at the appropriate locations, including the bureau, Regional Operations Center, and the customer.

4. Existing Account Maintenance/Miscellaneous Accounting Duties:  Acts as a liaison between the customer, sales associate, and Regional Operations Center to ensure that changes and additions are processed on existing customer accounts.  Prepares and submits requests to theRegional Operations Center for name and address changes, new subscriber codes, product activations and cancellations, Accounts Receivable adjustments, miscellaneous billing forms, and changes to pricing groups. Verifies requests are processed timely and accurately by looking up information in applicable systems as CRONUS and TUBS.   Follows up with the customer and sales associate to notify of changes and throughout the process as needed.  Maintains credit, debit, and cash control logs as required.  May assist in collection efforts by making collection calls on past due accounts.  May prepare Accounts Payable vouchers.  Pulls and copies invoices as needed. 

5. Reporting:  Prepares, maintains, and distributes sales related reports, spreadsheets, databases, graphs, presentations, and other documentation, in a timely and accurate manner.  Typically requires running advanced queries, downloading and integrating multiple files into one analysis, consolidating data from multiple sources, and/or determining what data to include based on business rules and standard operating procedures.   Information may be confidential in nature. Begins to analyze sales related activities.  Retrieves files and other reports as requested by staff. Suggests opportunities when automation would assist in the overall operations of the group or department. 

6. General Admin/Clerical Work:  Performs miscellaneous administrative and support duties for sales associates and the general office, including but not limited to copying, filing, opening and distributing mail and faxes, ordering supplies, stocking supply and copy rooms, ordering and maintaining inventories of sales/marketing information and promotional items, processing payroll and tracking attendance, making arrangements for travel and special meetings and events, and other like duties.

7. Special Projects:  Completes various projects for sales staff and management regarding products/services, special mailings, research, and other sales related projects.  Typically special projects are explained to the incumbent and independence is given for completion.  Some may require working in teams with other associates in the organization.

8. Performs other duties as assigned. 

 

The duties and responsibilities described above are the essential functions of the job.  The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

High School diploma or equivalent.  Proven ability to perform the overall duties and responsibilities of this position with minimal direction.  This is typically shown through two (2) to four (4) years of experience in a customer service, product support, sales support, or clerical/admin capacity.   Excellent customer service skills, including strong listening skills and the ability to communicate and interact with individuals at all levels, both internally and externally.    Must have working knowledge of all software applications used by the supported group.  This typically includes using production and billing systems, word processing, spreadsheet, and database software applications.  Must be able to determine when various software applications should be integrated together when completing assignments.  Begins to develop an understanding of the technical aspects of products and services.  Must have thorough understanding of various equipment typically found in an office environment.  Must be able to complete assignments accurately and within the given deadlines.  Must be able to plan accordingly when deadlines of current projects change.  Ability to prioritize customer requests. Must be able to work independently and in group settings. Ability to effectively resolve questions and problems by acting as a liaison with multiple parties. 

 

We offer competitive salaries, comprehensive benefits, a business-casual environment, and a convenient downtown location as well as a free on-site fitness center.

 

TransUnion is an Equal Opportunity/Affirmative Action Employer; M/F/D/V.  TransUnion values the advantages gained from a diverse workforce.

 

For immediate consideration please apply using the link below:

https://careers.transunion.com/psc/HC89/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_CE.GBL?Page=HRS_CE_JOB_DTL&Action=A&JobOpeningId=3623&SiteId=3