Skills & Competencies for Customer Retention Representative III

Customer Retention Representative III job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Customer Retention Representative III

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 III

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 III SALARY RANGE

BASE 50%
$48,439
TOTAL 50%
$54,692
Job Level
A03
Job Code
SM15000447
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor or Manager

Customer Retention 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 Customer Retention Representative III skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

6 general skills or competencies (Job family competencies) for Customer Retention Representative III

1 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)
Describes the importance of customer analytics in driving customer-focused growth plans.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -3
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages the overall customer complaint process to facilitate timely resolutions, escalations, and responses.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
See 4 More Skill Behaviors
3 Customer Retention Representative III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Retention Representative III
Proficiency Level - 4
5 Competency for - Customer Retention Representative III
Proficiency Level - 5

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

1 Core Competencies – Customer Focus
Proficiency Level -3
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Enters clients' issues into the customer database systems.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates information with customers to build their understanding of issues and capabilities.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers training to employees to provide outstanding experiences for customers.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Creates procedures and methods for monitoring and evaluating customer concerns, issues, and satisfaction.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Records all appointments on the calendar to easily track daily activities.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Sets up processes to ensure delivery of high-quality work.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
See 4 More Skill Behaviors
3 Customer Retention Representative III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Retention Representative III
Proficiency Level - 4
5 Competency for - Customer Retention Representative III
Proficiency Level - 5

Summary of Customer Retention Representative III skills and competencies

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

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.