Skills & Competencies for Customer Retention Representative I

Customer Retention Representative I job profile

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JOB SUMMARY for Customer Retention Representative I

Processes orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders.

JOB RESPONSIBILITIES for Customer Retention Representative I

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.

Customer Retention Representative I SALARY RANGE

BASE 50%
$36,846
TOTAL 50%
$39,118
Job Level
A01
Job Code
SM15000445
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor or Manager

Customer Retention Representative I 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 Customer Retention Representative I skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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6 general skills or competencies (Job family competencies) for Customer Retention Representative I

1 Job Family Competencies – Customer Analytics
Proficiency Level -2
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)
Manages customer data analytics activities to ensure accurate data points and statistics.
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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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2 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -2
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 reasons and factors behind customer complaints.
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Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
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Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
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Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
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Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
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3 Customer Retention Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Retention Representative I
Proficiency Level - 4
5 Competency for - Customer Retention Representative I
Proficiency Level - 5

8 soft skills or competencies (core competencies) for Customer Retention Representative I

1 Core Competencies – Customer Focus
Proficiency Level -2
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)
Reviews client constructive feedback about issues and problems encountered.
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Level 3 Behaviors
(Moderate Experience)
Provides recommendations on complex client problems and novel initiatives.
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Level 4 Behaviors
(Extensive Experience)
Facilitates activities that sustain productive customer relationships.
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Level 5 Behaviors
(Mastery)
Develops and improves products and services to meet customer needs.
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2 Core Competencies – Attention to Detail
Proficiency Level -2
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Identifies the procedures for making sure that results are mistake-free.
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Level 2 Behaviors
(Light Experience)
Records all appointments on the calendar to easily track daily activities.
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Level 3 Behaviors
(Moderate Experience)
Reviews and analyzes the accuracy of data and details.
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Level 4 Behaviors
(Extensive Experience)
Designs systems to help the team organize and track details and project progress.
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Level 5 Behaviors
(Mastery)
Develops best practices for identifying and correcting errors, oversights, and omissions.
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3 Customer Retention Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Retention Representative I
Proficiency Level - 4
5 Competency for - Customer Retention Representative I
Proficiency Level - 5

Summary of Customer Retention Representative I skills and competencies

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.

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