Skills & Competencies for Contact Center Representative III

Contact Center Representative III job profile

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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%
$51,228
TOTAL 50%
$58,012
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
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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)
Compiles a list of digital marketing technologies used to develop customer acquisition strategies.
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Level 2 Behaviors
(Light Experience)
Logs and reports the performance of digital marketing campaigns focused on customer acquisition.
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Level 3 Behaviors
(Moderate Experience)
Executes effective techniques in customer acquisition to target and reach new customers.
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Level 4 Behaviors
(Extensive Experience)
Determines critical success factors for new customer acquisition to attain all of our sales goals.
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Level 5 Behaviors
(Mastery)
Champions a test-and-learn culture to build roadmaps in optimizing customer acquisition rate.
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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)
Discusses empathetic language in creating personalized and memorable customer interaction.
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Level 2 Behaviors
(Light Experience)
Follows the regulations and policies governing customer interactions.
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Level 3 Behaviors
(Moderate Experience)
Handles employee-to-customer interactions to maximize the overall customer experience.
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Level 4 Behaviors
(Extensive Experience)
Engages with customers to ensure positive interaction and build strong relationships.
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Level 5 Behaviors
(Mastery)
Develops strategies to improve customer interactions and achieve maximum customer satisfaction.
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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)
Describes own business unit's role in the production of our organization's P/S.
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Level 2 Behaviors
(Light Experience)
Outlines the main advantages of our business's main P/S.
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Level 3 Behaviors
(Moderate Experience)
Examines the products and services from the perspective of the customer.
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Level 4 Behaviors
(Extensive Experience)
Incorporates quantifiable evidence to prove that the value of the product is credible.
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Level 5 Behaviors
(Mastery)
Educates others on the structure and integration of cross-functional products or services.
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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)
Describes the concept, types, and characteristics of self-motivation.
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Level 2 Behaviors
(Light Experience)
Documents feedback from our senior management to encourage and increase motivation.
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Level 3 Behaviors
(Moderate Experience)
Cultivates a mindset that stays curious, positive, and resilient.
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Level 4 Behaviors
(Extensive Experience)
Helps others to recognize and leverage their strength to their advantage.
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Level 5 Behaviors
(Mastery)
Mentors potential successors to lead others and enable self-motivation through career growth.
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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.

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