Skills & Competencies for Chat Support Representative II

Chat Support Representative II job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Chat Support Representative II

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 II

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 II SALARY RANGE

BASE 50%
$49,829
TOTAL 50%
$51,394
Job Level
A03
Job Code
IT10000147
Education/Degree
Associate's Degree
Reports To
Supervisor or Manager

Chat Support Representative II 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 II skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

9 general skills or competencies (Job family competencies) for Chat Support Representative II

1 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -3
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)
Knows how to investigate complaints to identify root causes.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Tracks customer concerns to find appropriate solutions to their complaints.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Works with other teams in responding and addressing customers to prevent future complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Trains staff and management in handling and resolving customer complaints to improve customer outcomes.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads customer complaint resolution process from investigation to resolution to optimize service delivery.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Escalation Management
Proficiency Level -3
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)
Lists most common reasons for customers seeking escalation.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Tracks the escalation of customer issues to support real-time resolution of customer concerns.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Works with cross-functional teams in identifying steps to deescalate customer issues and concerns.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Trains and guides teams in handling and resolving customer issues promptly to avoid escalations.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Improves customer interactions and incident management to prevent escalation of future conflicts.
See 4 More Skill Behaviors
3 Chat Support Representative II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Chat Support Representative II
Proficiency Level - 4
5 Competency for - Chat Support Representative II
Proficiency Level - 5

8 soft skills or competencies (core competencies) for Chat Support Representative II

1 Core Competencies – Products And Services
Proficiency Level -2
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)
Illustrates how customers use our business's products and services.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
See 4 More Skill Behaviors
2 Core Competencies – Digital Literacy
Proficiency Level -2
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)
Compiles a list of enhancements that would make a software tool easier or more effective to use.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Compiles and stores digital information properly for future use.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Collaborates with cross-functional teams through the use of digital platforms to strengthen teamwork.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Determines digital opportunities that revolutionize our external and internal communication.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs strategies and techniques to expand digital literacy in the workplace.
See 4 More Skill Behaviors
3 Chat Support Representative II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Chat Support Representative II
Proficiency Level - 4
5 Competency for - Chat Support Representative II
Proficiency Level - 5

Summary of Chat Support Representative II skills and competencies

There are 0 hard skills for Chat Support Representative II.
9 general skills for Chat Support Representative II, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
8 soft skills for Chat Support Representative II, Products And Services, Digital Literacy, Self-Motivation, etc.
While the list totals 17 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 II, he or she needs to be proficient in Products And Services, be proficient in Digital Literacy, and be skilled in Self-Motivation.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.