Skills & Competencies for Contact Center Representative III

Contact Center Representative III job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Contact Center Representative III

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

JOB RESPONSIBILITIES for Contact Center Representative III

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 III SALARY RANGE

BASE 50%
$52,182
TOTAL 50%
$59,093
Job Level
A03
Job Code
SM15000318
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Contact Center Representative III 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 III 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 III

1 Job Family Competencies – Customer Acquisition
Proficiency Level -3
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Collects customer data to identify needs for customer acquisition.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in calculating customer acquisition cost.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Defines target customer segments to tailor techniques in reaching new customers.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates and enhances innovative methodologies to attain key customer acquisition goals.
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 Interaction
Proficiency Level -3
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Describes the principles of customer interaction in providing exceptional customer service.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Documents customer interactions within the appropriate systems.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes customer interactions to gain insights on customer needs and expectations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Directs customer interaction efforts to deliver services according to customer requirements.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions valuable customer interactions to optimize consumer insights and reduce customer churn rates.
See 4 More Skill Behaviors
3 Contact Center Representative III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative III
Proficiency Level - 4
5 Competency for - Contact Center Representative III
Proficiency Level - 5

9 soft skills or competencies (core competencies) for Contact Center Representative III

1 Core Competencies – Products And Services
Proficiency Level -3
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 – 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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Commits to personal and organizational goals.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates to employees the benefits, rewards, or sanctions if expectations are or are not met.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates a vision board with company goals and objectives to increase motivation within the team.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Creates a transparent and open working environment within our organization.
See 4 More Skill Behaviors
3 Contact Center Representative III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative III
Proficiency Level - 4
5 Competency for - Contact Center Representative III
Proficiency Level - 5

Summary of Contact Center Representative III skills and competencies

There are 0 hard skills for Contact Center Representative III.
11 general skills for Contact Center Representative III, Customer Acquisition, Customer Interaction, Customer Relations, etc.
9 soft skills for Contact Center Representative III, Products And Services, Self-Motivation, Problem Solving, 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 III, he or she needs to be skilled in Products And Services, be skilled in Self-Motivation, and be skilled in Problem Solving.

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.