Skills & Competencies for Contact Center Representative II - Inbound

Contact Center Representative II - Inbound job profile

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JOB SUMMARY for Contact Center Representative II - Inbound

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

JOB RESPONSIBILITIES for Contact Center Representative II - 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 II - Inbound SALARY RANGE

BASE 50%
$40,583
TOTAL 50%
$44,207
Job Level
A02
Job Code
SM15000009
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Contact Center Representative II - 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 II - Inbound skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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12 general skills or competencies (Job family competencies) for Contact Center Representative II - 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)
Documents the best practices used in customer acquisition strategies.
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Level 2 Behaviors
(Light Experience)
Tracks market needs, industry trends, and competitive dynamics in customer acquisition.
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Level 3 Behaviors
(Moderate Experience)
Performs customer analyses to make acquisition offers and maximize customer acquisition volume.
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Level 4 Behaviors
(Extensive Experience)
Oversees customer acquisition funnel to improve the effectiveness of attracting customers.
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Level 5 Behaviors
(Mastery)
Develops value-based customer segmentation models to ensure the acquisition of new customers.
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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)
Explains the fundamental of customer analytics to understand customer behavior data.
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Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
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Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
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Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
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3 Contact Center Representative II - Inbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative II - Inbound
Proficiency Level - 4
5 Competency for - Contact Center Representative II - Inbound
Proficiency Level - 5

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

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)
Discusses the primary markets for the P/S.
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Level 2 Behaviors
(Light Experience)
Summarizes the features, specifications, or functions of any given P/S.
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Level 3 Behaviors
(Moderate Experience)
Explores target customers to sell and deliver products and services.
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Level 4 Behaviors
(Extensive Experience)
Instructs others to explain the key factors that differentiate the products from those of the competitors.
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Level 5 Behaviors
(Mastery)
Initiates an evaluation of the past, evolution, and future plans of the product or service line.
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2 Core Competencies – Customer Focus
Proficiency Level -3
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Identifies appropriate actions in dealing with client issues.
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Level 2 Behaviors
(Light Experience)
Seeks information to understand customers' circumstances, problems, expectations, and needs.
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Level 3 Behaviors
(Moderate Experience)
Reviews action plans to identify the factors that may affect customer relationships.
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Level 4 Behaviors
(Extensive Experience)
Measures customer satisfaction levels to recommend and implement service improvement alternatives.
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Level 5 Behaviors
(Mastery)
Establishes best practices to create, evaluate and enhance customer loyalty.
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3 Contact Center Representative II - Inbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative II - Inbound
Proficiency Level - 4
5 Competency for - Contact Center Representative II - Inbound
Proficiency Level - 5

Summary of Contact Center Representative II - Inbound skills and competencies

There are 0 hard skills for Contact Center Representative II - Inbound.
12 general skills for Contact Center Representative II - Inbound, Customer Acquisition, Customer Analytics, Customer Complaint Resolution, etc.
9 soft skills for Contact Center Representative II - Inbound, Products And Services, Customer Focus, Attention to Detail, etc.
While the list totals 21 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 II - Inbound, he or she needs to be proficient in Products And Services, be skilled in Customer Focus, and be skilled in Attention to Detail.

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