Skills & Competencies for Contact Center Representative I

Contact Center Representative I job profile

Book a Demo and Receive a Sample Job Profile

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%
$38,624
TOTAL 50%
$40,809
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
BOOK A DEMO

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)
Compiles a list of digital marketing technologies used to develop customer acquisition strategies.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Logs and reports the performance of digital marketing campaigns focused on customer acquisition.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes effective techniques in customer acquisition to target and reach new customers.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Determines critical success factors for new customer acquisition to attain all of our sales goals.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds new channels, platforms, tools, and systems to improve and scale customer acquisition.
See 4 More Skill Behaviors
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)
Discusses empathetic language in creating personalized and memorable customer interaction.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows the regulations and policies governing customer interactions.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Generates ideas and actions to improve the efficiency and results of customer interaction.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Engages with customers to ensure positive interaction and build strong relationships.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops strategies to improve customer interactions and achieve maximum customer satisfaction.
See 4 More Skill Behaviors
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)
Collects and summarizes information and marketing materials for R&D purposes.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Discusses the potential profitability of a proposed new product.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Evaluates our business’s P/S costs and prices, and market positioning.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Establishes related procedures for product design, development and delivery time limits.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Describes the planned launch of superior products and services to stakeholders to promote enthusiasm and support.
See 4 More Skill Behaviors
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)
Describes benefits of personal drive to achieve goals or standards.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents feedback from our senior management to encourage and increase motivation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Cultivates a mindset that stays curious, positive, and resilient.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Helps others to recognize and leverage their strength to their advantage.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Delivers training activities to build continuous self-motivation and confidence across our organization.
See 4 More Skill Behaviors
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.

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.