Skills & Competencies for Client Service Specialist I

Client Service Specialist I job profile

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JOB SUMMARY for Client Service Specialist I

Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.

JOB RESPONSIBILITIES for Client Service Specialist I

Resolves problems and communicates solutions or requested information to the customer. Analyzes a customer's service needs and coordinates with other service or technical departments to develop and deliver an appropriate solution for each customer. Develops and maintains a deep understanding of the organization and services offered to resolve more complex inquiries. Uses a customer relationship application or database to record activities and research product information.

Client Service Specialist I SALARY RANGE

BASE 50%
$56,977
TOTAL 50%
$58,393
Job Level
P01
Job Code
SM15000494
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Client Service Specialist 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 Client Service Specialist I skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Client Service Specialist 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)
Knows how to investigate complaints to identify root causes.
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Level 2 Behaviors
(Light Experience)
Tracks customer concerns to find appropriate solutions to their complaints.
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Level 3 Behaviors
(Moderate Experience)
Works with other teams in responding and addressing customers to prevent future complaints.
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Level 4 Behaviors
(Extensive Experience)
Trains staff and management in handling and resolving customer complaints to improve customer outcomes.
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Level 5 Behaviors
(Mastery)
Leads customer complaint resolution process from investigation to resolution to optimize service delivery.
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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)
Lists most common reasons for customers seeking escalation.
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Level 2 Behaviors
(Light Experience)
Tracks the escalation of customer issues to support real-time resolution of customer concerns.
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Level 3 Behaviors
(Moderate Experience)
Works with cross-functional teams in identifying steps to deescalate customer issues and concerns.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams in handling and resolving customer issues promptly to avoid escalations.
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Level 5 Behaviors
(Mastery)
Improves customer interactions and incident management to prevent escalation of future conflicts.
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3 Client Service Specialist I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Client Service Specialist I
Proficiency Level - 4
5 Competency for - Client Service Specialist I
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Client Service Specialist 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)
Illustrates how customers use our business's products and services.
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Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
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Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
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Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
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Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
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2 Core Competencies – Standard Operating Procedures (SOP)
Proficiency Level -2
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Lists the typical processes of SOP development.
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Level 2 Behaviors
(Light Experience)
Supports the analysis of our business and operations processes for SOP design and development.
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Level 3 Behaviors
(Moderate Experience)
Modifies SOPs accordingly to reflect changes in our business practices and policies.
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Level 4 Behaviors
(Extensive Experience)
Optimizes the current SOP development and implementation processes.
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Level 5 Behaviors
(Mastery)
Leads cross-functional efforts to develop and implement SOPs across our organization.
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3 Client Service Specialist I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Client Service Specialist I
Proficiency Level - 4
5 Competency for - Client Service Specialist I
Proficiency Level - 5

Summary of Client Service Specialist I skills and competencies

There are 0 hard skills for Client Service Specialist I.
11 general skills for Client Service Specialist I, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
10 soft skills for Client Service Specialist I, Products And Services, Standard Operating Procedures (SOP), Customer Focus, etc.
While the list totals 21 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 Client Service Specialist I, he or she needs to be proficient in Products And Services, be proficient in Standard Operating Procedures (SOP), and be proficient in Customer Focus.

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