Skills & Competencies for Contact Center Representative I - Inbound

Contact Center Representative I - Inbound job profile

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JOB SUMMARY for Contact Center Representative I - Inbound

Answers incoming customer calls inquiring about products with a focus on selling products or services.

JOB RESPONSIBILITIES for Contact Center Representative I - Inbound

Performs call logging and routine tasks to fulfill caller requests. Answers inquiries regarding the company products, services, delivery, installation, or billing following scripts or standard responses. Enters orders and assists the customer with the purchase by suggesting appropriate products. May redirect calls to other teams depending on the nature of the inquiry.

Contact Center Representative I - Inbound SALARY RANGE

BASE 50%
$35,657
TOTAL 50%
$37,417
Job Level
A01
Job Code
SM15000008
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Contact Center Representative I - Inbound 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 - Inbound 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 - Inbound

1 Job Family Competencies – Customer Acquisition
Proficiency Level -2
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Collects customer data to identify needs for customer acquisition.
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Level 2 Behaviors
(Light Experience)
Assists in calculating customer acquisition cost.
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Level 3 Behaviors
(Moderate Experience)
Defines target customer segments to tailor techniques in reaching new customers.
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Level 4 Behaviors
(Extensive Experience)
Creates and enhances innovative methodologies to attain key customer acquisition goals.
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Level 5 Behaviors
(Mastery)
Builds new channels, platforms, tools, and systems to improve and scale customer acquisition.
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2 Job Family Competencies – Customer Analytics
Proficiency Level -2
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Describes the importance of customer analytics in driving customer-focused growth plans.
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Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
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Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
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Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
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Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
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3 Contact Center Representative I - Inbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative I - Inbound
Proficiency Level - 4
5 Competency for - Contact Center Representative I - Inbound
Proficiency Level - 5

9 soft skills or competencies (core competencies) for Contact Center Representative I - Inbound

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)
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 – Customer Focus
Proficiency Level -2
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Describes the impact of avoiding overcommitments in dealing with customer concerns.
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Level 2 Behaviors
(Light Experience)
Enters clients' issues into the customer database systems.
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Level 3 Behaviors
(Moderate Experience)
Communicates information with customers to build their understanding of issues and capabilities.
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Level 4 Behaviors
(Extensive Experience)
Delivers training to employees to provide outstanding experiences for customers.
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Level 5 Behaviors
(Mastery)
Creates procedures and methods for monitoring and evaluating customer concerns, issues, and satisfaction.
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3 Contact Center Representative I - Inbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative I - Inbound
Proficiency Level - 4
5 Competency for - Contact Center Representative I - Inbound
Proficiency Level - 5

Summary of Contact Center Representative I - Inbound skills and competencies

There are 0 hard skills for Contact Center Representative I - Inbound.
11 general skills for Contact Center Representative I - Inbound, Customer Acquisition, Customer Analytics, Customer Complaint Resolution, etc.
9 soft skills for Contact Center Representative I - Inbound, Products And Services, Customer Focus, Attention to Detail, etc.
While the list totals 20 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 - Inbound, he or she needs to be proficient in Products And Services, be proficient in Customer Focus, and be proficient in Attention to Detail.

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