Skills & Competencies for Client Service Specialist III

Client Service Specialist III job profile

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JOB SUMMARY for Client Service Specialist III

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

JOB RESPONSIBILITIES for Client Service Specialist III

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 III SALARY RANGE

BASE 50%
$79,612
TOTAL 50%
$83,604
Job Level
P03
Job Code
SM15000496
Education/Degree
Bachelor's Degree
Reports To
Manager or Head of a Unit/Department

Client Service Specialist III 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 III 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 III

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)
Documents customer complaints in the company system for prompt problem resolution.
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Level 2 Behaviors
(Light Experience)
Follows standardized procedures and practices used in complaint resolution.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine and investigate cause of conflicts and complaints.
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Level 4 Behaviors
(Extensive Experience)
Improves the resolution process for all customer complaints to ensure a positive customer experience.
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Level 5 Behaviors
(Mastery)
Adapts to new technologies used in complaint management to improve customer service and resolution.
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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)
Cites the common types of customer escalation systems for proper routing of customer concerns.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies in escalating customer concerns to higher-level departments.
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Level 3 Behaviors
(Moderate Experience)
Checks and analyzes customer service script for escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Creates an escalation framework to ensure prioritization and escalation of higher-level customer issues.
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Level 5 Behaviors
(Mastery)
Builds an escalation model that explains the importance and procedures for each customer service tier.
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3 Client Service Specialist III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Client Service Specialist III
Proficiency Level - 4
5 Competency for - Client Service Specialist III
Proficiency Level - 5

11 soft skills or competencies (core competencies) for Client Service Specialist III

1 Core Competencies – Products And Services
Proficiency Level -3
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)
Cites examples of how customers use our business's products and services.
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Level 2 Behaviors
(Light Experience)
Describes our organization's current marketing campaign.
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Level 3 Behaviors
(Moderate Experience)
Announces and explains updates of products and services and delivery.
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Level 4 Behaviors
(Extensive Experience)
Enhances employees' understanding of several sets of interrelated products and services and their interdependence.
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Level 5 Behaviors
(Mastery)
Conceives and plans our business’s future structure according to the target market and P/S strategy.
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2 Core Competencies – Standard Operating Procedures (SOP)
Proficiency Level -4
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)
Cites examples of SOP practices in our business operations.
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Level 2 Behaviors
(Light Experience)
Assists in the preparation of internal standard operating procedures (SOP).
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Level 3 Behaviors
(Moderate Experience)
Analyses our business and operations to identify room for improvement on the related standard operating procedures.
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Level 4 Behaviors
(Extensive Experience)
Coaches others on the implementation of SOP to reduce errors and improve quality.
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Level 5 Behaviors
(Mastery)
Builds a monitoring system to evaluate the effectiveness of our SOPs.
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3 Client Service Specialist III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Client Service Specialist III
Proficiency Level - 4
5 Competency for - Client Service Specialist III
Proficiency Level - 5

Summary of Client Service Specialist III skills and competencies

There are 0 hard skills for Client Service Specialist III.
11 general skills for Client Service Specialist III, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
11 soft skills for Client Service Specialist III, Products And Services, Standard Operating Procedures (SOP), Customer Focus, etc.
While the list totals 22 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 III, he or she needs to be skilled in Products And Services, be skilled in Standard Operating Procedures (SOP), and be skilled in Customer Focus.

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