Skills & Competencies for Chat Support Representative II

Chat Support Representative II job profile

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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%
$53,382
TOTAL 50%
$54,639
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
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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)
Explains the flow of the customer complaint process from intake to customer resolution.
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Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
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Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
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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)
Champions customer service strategies in managing complaints to meet our standards and objectives.
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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)
Discusses the proper workflow in managing the customer escalation process.
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Level 2 Behaviors
(Light Experience)
Documents negative feedback from our customers into the escalation system for proper escalation.
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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)
Integrates customer service techniques in creating solutions to common escalation causes.
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Level 5 Behaviors
(Mastery)
Constructs escalation and contingency plans to improve customer service and conflict resolution process.
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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)
Collects and summarizes information and marketing materials for R&D purposes.
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Level 2 Behaviors
(Light Experience)
Discusses the potential profitability of a proposed new product.
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Level 3 Behaviors
(Moderate Experience)
Evaluates our business’s P/S costs and prices, and market positioning.
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Level 4 Behaviors
(Extensive Experience)
Establishes related procedures for product design, development and delivery time limits.
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Level 5 Behaviors
(Mastery)
Describes the planned launch of superior products and services to stakeholders to promote enthusiasm and support.
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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.
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Level 2 Behaviors
(Light Experience)
Compiles and stores digital information properly for future use.
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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 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.

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