Skills & Competencies for Customer Retention Representative II

Customer Retention Representative II job profile

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JOB SUMMARY for Customer Retention Representative II

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 II

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 II SALARY RANGE

BASE 50%
$44,234
TOTAL 50%
$47,137
Job Level
A02
Job Code
SM15000446
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor or Manager

Customer Retention Representative II 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 II 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 II

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)
Explains the fundamental of customer analytics to understand customer behavior data.
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Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
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Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
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Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
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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)
Identifies the importance of showing empathy in handling customer complaints.
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Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
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Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
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Level 4 Behaviors
(Extensive Experience)
Recommends innovative solutions to mitigate future complex complaints.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer complaint resolution to provide highest quality of service.
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3 Customer Retention Representative II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Retention Representative II
Proficiency Level - 4
5 Competency for - Customer Retention Representative II
Proficiency Level - 5

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

1 Core Competencies – Customer Focus
Proficiency Level -3
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Identifies appropriate actions in dealing with client issues.
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Level 2 Behaviors
(Light Experience)
Seeks information to understand customers' circumstances, problems, expectations, and needs.
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Level 3 Behaviors
(Moderate Experience)
Reviews action plans to identify the factors that may affect customer relationships.
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Level 4 Behaviors
(Extensive Experience)
Measures customer satisfaction levels to recommend and implement service improvement alternatives.
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Level 5 Behaviors
(Mastery)
Establishes best practices to create, evaluate and enhance customer loyalty.
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2 Core Competencies – Attention to Detail
Proficiency Level -3
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists best practices and tools to maintain high accuracy and thoroughness in the workplace.
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Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
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Level 3 Behaviors
(Moderate Experience)
Suggests solutions to issues that arise while executing the tasks.
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Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
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Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
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3 Customer Retention Representative II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Retention Representative II
Proficiency Level - 4
5 Competency for - Customer Retention Representative II
Proficiency Level - 5

Summary of Customer Retention Representative II skills and competencies

There are 0 hard skills for Customer Retention Representative II.
6 general skills for Customer Retention Representative II, Customer Analytics, Customer Complaint Resolution, Customer Interaction, etc.
8 soft skills for Customer Retention Representative II, 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 II, he or she needs to be skilled in Customer Focus, be skilled in Attention to Detail, and be skilled in Effective Communication.

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