Skills & Competencies for Chat Support Representative I

Chat Support Representative I job profile

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JOB SUMMARY for Chat Support Representative I

Responds to customer inquiries regarding online merchandise, orders, product questions, or problems in a live chat format using an online chat software system.

JOB RESPONSIBILITIES for Chat Support Representative I

Receives inquiries from a queue, documents customer interactions, and inputs tickets. Ensures prompt and proper resolution of customer queries by providing answers, additional information, suggesting products, or escalating/engaging others in the organization to provide a solution according to defined procedures.

Chat Support Representative I SALARY RANGE

BASE 50%
$43,396
TOTAL 50%
$46,122
Job Level
A02
Job Code
IT10000406
Education/Degree
Associate's Degree
Reports To
Supervisor or Manager

Chat Support Representative I Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Chat Support Representative I skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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9 general skills or competencies (Job family competencies) for Chat Support Representative I

1 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -2
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Explains the reasons and factors behind customer complaints.
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Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
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Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
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Level 4 Behaviors
(Extensive Experience)
Monitors and reviews customer complaints to develop effective strategies to reduce their numbers.
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Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
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2 Job Family Competencies – Customer Escalation Management
Proficiency Level -2
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer escalation management in ensuring positive customer service.
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Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
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Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
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Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
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3 Chat Support Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Chat Support Representative I
Proficiency Level - 4
5 Competency for - Chat Support Representative I
Proficiency Level - 5

7 soft skills or competencies (core competencies) for Chat Support Representative I

1 Core Competencies – Products And Services
Proficiency Level -1
Skill definition-Knowledge of the full array of our organization's products and services including those that are created for internal customers; insight into the differentiating factors that distinguish them from those of competitors.
Level 1 Behaviors
(General Familiarity)
Describes own business unit's role in the production of our organization's P/S.
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Level 2 Behaviors
(Light Experience)
Outlines the main advantages of our business's main P/S.
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Level 3 Behaviors
(Moderate Experience)
Examines the products and services from the perspective of the customer.
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Level 4 Behaviors
(Extensive Experience)
Incorporates quantifiable evidence to prove that the value of the product is credible.
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Level 5 Behaviors
(Mastery)
Educates others on the structure and integration of cross-functional products or services.
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2 Core Competencies – Digital Literacy
Proficiency Level -1
Skill definition-Seeking, evaluating, and communicating information with the use of electronic technologies and other media platforms in a productive and useful way.
Level 1 Behaviors
(General Familiarity)
Explains the difference between technology and digital skills.
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Level 2 Behaviors
(Light Experience)
Follows copyrights when using digital data to avoid legal and intellectual property rights issues.
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Level 3 Behaviors
(Moderate Experience)
Coordinates and uses important digital information efficiently to complete tasks and assignment.
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Level 4 Behaviors
(Extensive Experience)
Ensures employees' digital awareness about online safety to reduce risk, cyberattacks, and viruses.
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Level 5 Behaviors
(Mastery)
Develops company social media policy to manage digital exposure of employees and our business.
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3 Chat Support Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Chat Support Representative I
Proficiency Level - 4
5 Competency for - Chat Support Representative I
Proficiency Level - 5

Summary of Chat Support Representative I skills and competencies

There are 0 hard skills for Chat Support Representative I.
9 general skills for Chat Support Representative I, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
7 soft skills for Chat Support Representative I, Products And Services, Digital Literacy, Attention to Detail, etc.
While the list totals 16 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Chat Support Representative I, he or she needs to be proficient in Products And Services, be proficient in Digital Literacy, and be proficient in Attention to Detail.

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