Unit Counselor Resume Example

Providing timely and accurate customer service through routine telephone inquiries and written correspondence. Answers customer questions, resolves issues and handles routine requests which may involve benefit policy interpretation, routine research and simple account adjustments. Communicates information regarding account status. Team Subject Matter Expert with sup rights in assisting in push backs and LNP cancellations and also taking supervisor calls.

Provided service and support in multiple markets/region areas

Assisted in resolving billing issues, analyzed equipment for possible malfunction and/or technical troubleshooting

Explained calling plans, roaming, features, wireless coverage

Provided care account management (Migrations, account splits, attachments, activations).

Utilized business tools effectively and accurately such as entered and recorded customer

Information accurately in all systems, including but not limited to billing systems, business customer databases, web tools, e-mail.

Provided assistance to subscribers, technicians, and company representatives as a liaison to our main frame system. Identified problems/concerns and resolved or referred customers to appropriate parties. Performed data entry duties, Prepared reports and performed other administrative duties as needed. Up sold products such as IO (our digital cable product); Optimum Online, and Optimum Voice to current customer. Troubleshoot issues regarding in home cable boxes for technicians and customers. Provided explanations to our customers regarding their account. Set up appointments for technicians to fix the cable line for lack of service.

Set-up of new customer accounts. Activated new and/or suspended service activation. Deactivated accounts for non payment and contract termination. Ensured appropriate rate plans, features and services were established for the account. Researched and resolved customer issues regarding account and/or billing issues. Processed and reviewed orders for accuracy. Troubleshoot failed activations and/or problem resolution at the first level. Handled swaps from incoming calls and from The Signal's website. Reviewed daily and monthly reports for activities that could not be processed through the system. Answer incoming calls from ACD system when necessary. Used also Tris and Vantage systems.