Processes orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders.
Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Offers discounts or special deals as needed and within pre-established limits.
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 Customer Retention Representative I skill and competencie below to view definitions.
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Describes the importance of customer analytics in driving customer-focused growth plans.
Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
Level 3 Behaviors
(Moderate Experience)
Leverages customer analytics to streamline data identification and improve customer experience.
Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Explains the flow of the customer complaint process from intake to customer resolution.
Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
Level 4 Behaviors
(Extensive Experience)
Monitors and reviews customer complaints to develop effective strategies to reduce their numbers.
Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Describes the impact of avoiding overcommitments in dealing with customer concerns.
Level 2 Behaviors
(Light Experience)
Responds to customers and addresses their needs in real-time.
Level 3 Behaviors
(Moderate Experience)
Looks for ways to add value beyond clients' immediate requests.
Level 4 Behaviors
(Extensive Experience)
Develops guidelines for dealing with customer issues.
Level 5 Behaviors
(Mastery)
Creates procedures and methods for monitoring and evaluating customer concerns, issues, and satisfaction.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Explains why attention to detail plays an important role in own function or unit.
Level 2 Behaviors
(Light Experience)
Processes limited amounts of detailed information with reasonable accuracy.
Level 3 Behaviors
(Moderate Experience)
Processes large quantities of detailed information with high levels of accuracy.
Level 4 Behaviors
(Extensive Experience)
Demonstrates expertise in quality assurance tools, techniques, and standards.
Level 5 Behaviors
(Mastery)
Designs techniques for measuring the cost and impact of errors.
There are 0 hard skills for Customer Retention Representative I.
6 general skills for Customer Retention Representative I, Customer Analytics, Customer Complaint Resolution, Customer Interaction, etc.
8 soft skills for Customer Retention Representative I, Customer Focus, Attention to Detail, Effective Communication, etc.
While the list totals 14 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 Customer Retention Representative I, he or she needs to be proficient in Customer Focus, be proficient in Attention to Detail, and be proficient in Effective Communication.
