Sales Support, Rep II

What We'll Bring:

Sales Support Overview:

Sales Support Representatives are tasked with managing various touch points of the customer experience life cycle. From leads looking to gather information on the products and pricing that we offer, to onboarding potential customers as well as servicing established customers. Most of the customers we interact with are high profile, vary on complexity and require exceptional service. The position will be responsible for performing duties associated with customer service and sales support, general office and administration efforts. You will interact and act as a liaison between various internal departments and external parties to provide customers with the products and services they request as well as solution related questions and problems.

What You'll Bring:

Duties and Responsibilities

• Respond promptly to inquiries received by email or within Salesforce from customers (internal and external).
• Provide prompt resolution to inquiries including but not limited to:
• Basic technical support; acting as a liaison between the customer and internal departments.
• Verify the accuracy and completeness of information/documentation received from the customers.
• Performs basic accounting related to invoice inquiries and billing adjustments, business name and address changes, enablement code creation / updates, and product activation and deactivations.
• Provides usage and revenue reports when required to both internal and external customers.
• Acts as a liaison with other departments such as but not limited to TUCTS and TU Direct
• Special projects as assigned.
• May perform other related duties as assigned such as mentoring and reviewing work for accuracy.

Impact You'll Make:

Qualifications

• 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 accurately make independent decisions.
• Analytical; can grasp concepts and retain information.
• Understands credit reporting laws and regulations.
• Proficient with Microsoft Office Products such as Microsoft Word and Excel.
• Proficient with Salesforce and Tableau; a quick study of other platforms.
• Strong attention to detail with the ability to maintain focus.

Competency (Performance)

Communication

• Converses effectively (verbal and written) Seeks and shares information and opinions. Explains the immediate context of the situations, asks questions with follow-ups, and solicits advice prior to taking action.
• Comfortable building a network of resources within the organization.

Building Customer Loyalty

• Leverages expertise and network to solve problems, gain knowledge or improves processes.
• Anticipates growing customer needs and expectations to improve service delivery or processes.
• Acts promptly in routine situations; agrees on a clear course of action in non-routine situations.
• Goes beyond basic service expectations to help customers on a consistent basis.

Earning Trust

• Demonstrates commitment to the organizational goals, initiatives, policies and procedures.
• Shares information that is accurate and complete while soliciting feedback from others.

Driving for Results

• Helps others generate ideas, fresh perspectives and new approaches.
• Is receptive to and implements suggestions for improvement. Solicits feedback. Actively identifies ways to improve.
• Gets things done efficiently.

Innovation

• Contributes original and resourceful ideas in brainstorming sessions.
• Challenges current thinking by exploring alternative ways.

Accountability

• Takes personal responsibility for the quality and timeliness of work and achieves results with little oversight.
• Consistently balances quality of work with meeting deadlines.
• Takes on additional work and provides above par effort to go above and beyond.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.