Supervises a staff of customer service representatives that process orders, prepare correspondence, and fulfill 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 Supervisor skill and competencie below to view definitions.
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Documents the best practices used in customer acquisition strategies.
Level 2 Behaviors
(Light Experience)
Tracks market needs, industry trends, and competitive dynamics in customer acquisition.
Level 3 Behaviors
(Moderate Experience)
Partners with sales and marketing to execute marketing campaigns for new customer acquisition.
Level 4 Behaviors
(Extensive Experience)
Interprets trends or patterns in complex data sets to improve overall customer acquisition goals.
Level 5 Behaviors
(Mastery)
Develops value-based customer segmentation models to ensure the acquisition of new customers.
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.
Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Explains the benefits and risks of using KPIs.
Level 2 Behaviors
(Light Experience)
Identifies KPIs currently in use and provides input to management.
Level 3 Behaviors
(Moderate Experience)
Interprets and analyses KPI data to recommend courses of action.
Level 4 Behaviors
(Extensive Experience)
Evaluates ongoing productivity; recommends corresponding modifications on KPIs as indicated.
Level 5 Behaviors
(Mastery)
Leads efforts to improve performance as identified and measured by KPIs.
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)
Discusses the primary markets for the P/S.
Level 2 Behaviors
(Light Experience)
Summarizes the features, specifications, or functions of any given P/S.
Level 3 Behaviors
(Moderate Experience)
Explores target customers to sell and deliver products and services.
Level 4 Behaviors
(Extensive Experience)
Instructs others to explain the key factors that differentiate the products from those of the competitors.
Level 5 Behaviors
(Mastery)
Initiates an evaluation of the past, evolution, and future plans of the product or service line.
There are 0 hard skills for Customer Retention Supervisor.
7 general skills for Customer Retention Supervisor, Customer Acquisition, Customer Analytics, Customer Complaint Resolution, etc.
11 soft skills for Customer Retention Supervisor, Key Performance Indicators (KPI), Products And Services, Planning and Organizing, etc.
While the list totals 18 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 Supervisor, he or she needs to be skilled in Key Performance Indicators (KPI), be proficient in Products And Services, and be skilled in Planning and Organizing.
