Skills & Competencies for Contact Center Representative II

Contact Center Representative II job profile

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JOB SUMMARY for Contact Center Representative II

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

JOB RESPONSIBILITIES for Contact Center Representative II

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 II SALARY RANGE

BASE 50%
$44,379
TOTAL 50%
$49,019
Job Level
A02
Job Code
SM15000317
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Contact Center Representative II 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 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 II

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.
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Level 2 Behaviors
(Light Experience)
Applies effective methodologies to support customer acquisition goals.
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Level 3 Behaviors
(Moderate Experience)
Analyzes existing strategies to identify opportunities to enhance customer acquisition rate.
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Level 4 Behaviors
(Extensive Experience)
Collaborates with cross-functional teams to generate acquisition strategies and drive customer advocacy.
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Level 5 Behaviors
(Mastery)
Builds customer loyalty programs to target high-potential opportunities for customer acquisitions.
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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)
Cites common platforms used in facilitating customer interaction and engagement.
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Level 2 Behaviors
(Light Experience)
Compiles information and data related to customer interactions to appropriate systems.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer interactions to gain insights on customer needs and expectations.
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Level 4 Behaviors
(Extensive Experience)
Delivers optimal customer solutions during interaction to enhance customer interaction value.
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Level 5 Behaviors
(Mastery)
Builds customer service workflows to streamline the delivery of substantive customer interactions.
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3 Contact Center Representative II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative II
Proficiency Level - 4
5 Competency for - Contact Center Representative II
Proficiency Level - 5

8 soft skills or competencies (core competencies) for Contact Center Representative II

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)
Cites examples of how customers use our business's products and services.
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Level 2 Behaviors
(Light Experience)
Describes our organization's current marketing campaign.
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Level 3 Behaviors
(Moderate Experience)
Announces and explains updates of products and services and delivery.
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Level 4 Behaviors
(Extensive Experience)
Enhances employees' understanding of several sets of interrelated products and services and their interdependence.
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Level 5 Behaviors
(Mastery)
Conceives and plans our business’s future structure according to the target market and P/S strategy.
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2 Core Competencies – Self-Motivation
Proficiency Level -3
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)
Cites examples and traits of being self-motivated.
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Level 2 Behaviors
(Light Experience)
Clearly defines one's strengths, weakness, aspirations, and work styles.
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Level 3 Behaviors
(Moderate Experience)
Assesses past mistakes and makes changes that will lead to success.
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Level 4 Behaviors
(Extensive Experience)
Acts as a role model for positivity, optimism, and hard work.
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Level 5 Behaviors
(Mastery)
Creates a transparent and open working environment within our organization.
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3 Contact Center Representative II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative II
Proficiency Level - 4
5 Competency for - Contact Center Representative II
Proficiency Level - 5

Summary of Contact Center Representative II skills and competencies

There are 0 hard skills for Contact Center Representative II.
11 general skills for Contact Center Representative II, Customer Acquisition, Customer Interaction, Customer Relations, etc.
8 soft skills for Contact Center Representative II, Products And Services, Self-Motivation, Effective Communication, etc.
While the list totals 19 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, he or she needs to be proficient in Products And Services, be skilled in Self-Motivation, and be skilled in Effective Communication.

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