Skills & Competencies for Contact Center Representative I

Contact Center Representative I job profile

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JOB SUMMARY for Contact Center Representative I

Makes and receives calls primarily focused on selling and promoting products or services.

JOB RESPONSIBILITIES for Contact Center Representative I

Responds to customer inquiries using standard scripts, dialogues, or talking points. Processes routine requests for information or services and transfers complex requests to support teams. Obtains new orders and closes pending sales for products or services. Identifies opportunities to upsell additional products and tracks prospect interactions in the system.

Contact Center Representative I SALARY RANGE

BASE 50%
$39,542
TOTAL 50%
$41,774
Job Level
A01
Job Code
SM15000316
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Contact Center 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 Contact Center Representative 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 Contact Center Representative I

1 Job Family Competencies – Customer Acquisition
Proficiency Level -2
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Describes the data flow required to fulfill customer acquisition.
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Level 2 Behaviors
(Light Experience)
Supports the planning and execution of strategies to gain new customers across multiple channels.
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Level 3 Behaviors
(Moderate Experience)
Helps in designing new consumer models to drive new product customer acquisition.
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Level 4 Behaviors
(Extensive Experience)
Expands the reach and value of programs to encourage customer participation and ongoing acquisition.
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Level 5 Behaviors
(Mastery)
Champions a test-and-learn culture to build roadmaps in optimizing customer acquisition rate.
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2 Job Family Competencies – Customer Interaction
Proficiency Level -2
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Lists possible issues and concerns regarding customer interaction.
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Level 2 Behaviors
(Light Experience)
Supports the development of creative ways to improve the value of customer interaction.
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Level 3 Behaviors
(Moderate Experience)
Performs good customer interaction to meet our customer standards and our objectives.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvement opportunities in the customer interaction process to create positive service.
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Level 5 Behaviors
(Mastery)
Leads innovative processes to maximize the timing and effectiveness of customer interactions.
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3 Contact Center Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative I
Proficiency Level - 4
5 Competency for - Contact Center Representative I
Proficiency Level - 5

7 soft skills or competencies (core competencies) for Contact Center Representative I

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.
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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 – Self-Motivation
Proficiency Level -2
Skill definition-Ability to identify one's own strengths, set goals and work hard in achieving goals, standards, and targets without external rewards or punishments.
Level 1 Behaviors
(General Familiarity)
Explains the importance of self-motivational skills in our workplace.
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Level 2 Behaviors
(Light Experience)
Shows initiative in taking on new responsibilities to expand knowledge and gain experience.
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Level 3 Behaviors
(Moderate Experience)
Follows SMART principles to set high but realistic goals.
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Level 4 Behaviors
(Extensive Experience)
Researches communication techniques and work styles to determine ways to help our employees motivate themselves.
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Level 5 Behaviors
(Mastery)
Stays current in new reward schemes to boost our employee's competitiveness and retain top talents.
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3 Contact Center Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative I
Proficiency Level - 4
5 Competency for - Contact Center Representative I
Proficiency Level - 5

Summary of Contact Center Representative I skills and competencies

There are 0 hard skills for Contact Center Representative I.
11 general skills for Contact Center Representative I, Customer Acquisition, Customer Interaction, Customer Relations, etc.
7 soft skills for Contact Center Representative I, Products And Services, Self-Motivation, Effective Communication, etc.
While the list totals 18 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 Contact Center Representative I, he or she needs to be proficient in Products And Services, be proficient in Self-Motivation, and be proficient in Effective Communication.

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