Skills & Competencies for Contact Center Representative I - Inbound

Contact Center Representative I - Inbound job profile

Book a Demo and Receive a Sample Job Profile

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
BOOK A DEMO

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)
Cites examples of key performance metrics related to customer acquisition.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Applies effective methodologies to support customer acquisition goals.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes existing strategies to identify opportunities to enhance customer acquisition rate.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Collaborates with cross-functional teams to generate acquisition strategies and drive customer advocacy.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds customer loyalty programs to target high-potential opportunities for customer acquisitions.
See 4 More Skill Behaviors
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)
Compiles a list of customer data sources for accurate customer analytics.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes customer analytics to improve customer service and decrease associated constraints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Adapts to industry trends in customer analytics to transform actionable insights into profitable results.
See 4 More Skill Behaviors
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)
Cites examples of how customers use our business's products and services.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Describes our organization's current marketing campaign.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Announces and explains updates of products and services and delivery.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Enhances employees' understanding of several sets of interrelated products and services and their interdependence.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Conceives and plans our business’s future structure according to the target market and P/S strategy.
See 4 More Skill Behaviors
2 Core Competencies – Customer Focus
Proficiency Level -2
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Cites different customer preferences and requests to configure products to customer liking.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Applies the principles of maintaining a customer-focused environment to meet service standards.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Audits the services provided to clients to ensure they meet client needs.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Anticipates clients' upcoming needs and concerns to prevent potential issues.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions new tools and techniques for anticipating clients' upcoming needs and concerns.
See 4 More Skill Behaviors
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.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.