Skills & Competencies for Contact Center Representative IV - Inbound

Contact Center Representative IV - Inbound job profile

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JOB SUMMARY for Contact Center Representative IV - Inbound

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

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

BASE 50%
$57,995
TOTAL 50%
$61,678
Job Level
A04
Job Code
SM15000210
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Contact Center Representative IV - 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 IV - 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 IV - Inbound

1 Job Family Competencies – Customer Acquisition
Proficiency Level -3
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 Analytics
Proficiency Level -3
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Documents the current best practices in customer analytics.
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Level 2 Behaviors
(Light Experience)
Conducts customer analytics to identify customer demands and requirements.
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Level 3 Behaviors
(Moderate Experience)
Leverages customer analytics to streamline data identification and improve customer experience.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer analytic insights to enable informed decision-making in improving customer experience.
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Level 5 Behaviors
(Mastery)
Designs customer analytics frameworks to improve customer satisfaction and success value.
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3 Contact Center Representative IV - Inbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative IV - Inbound
Proficiency Level - 4
5 Competency for - Contact Center Representative IV - Inbound
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Contact Center Representative IV - Inbound

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 – Customer Focus
Proficiency Level -4
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Explains the importance of showing clients that their perspectives are valued.
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Level 2 Behaviors
(Light Experience)
Responds to customers and addresses their needs in real-time.
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Level 3 Behaviors
(Moderate Experience)
Looks for ways to add value beyond clients' immediate requests.
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Level 4 Behaviors
(Extensive Experience)
Develops guidelines for dealing with customer issues.
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Level 5 Behaviors
(Mastery)
Develops and improves products and services to meet customer needs.
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3 Contact Center Representative IV - Inbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative IV - Inbound
Proficiency Level - 4
5 Competency for - Contact Center Representative IV - Inbound
Proficiency Level - 5

Summary of Contact Center Representative IV - Inbound skills and competencies

There are 0 hard skills for Contact Center Representative IV - Inbound.
12 general skills for Contact Center Representative IV - Inbound, Customer Acquisition, Customer Analytics, Customer Complaint Resolution, etc.
10 soft skills for Contact Center Representative IV - Inbound, Products And Services, Customer Focus, Attention to Detail, etc.
While the list totals 22 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 IV - Inbound, he or she needs to be skilled in Products And Services, be skilled in Customer Focus, and be skilled in Attention to Detail.

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