Skills & Competencies for Customer Retention Supervisor

Customer Retention Supervisor job profile

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JOB SUMMARY for Customer Retention Supervisor

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.

JOB RESPONSIBILITIES for Customer Retention Supervisor

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 Supervisor SALARY RANGE

BASE 50%
$61,522
TOTAL 50%
$70,465
Job Level
M00
Job Code
SM15000448
Education/Degree
Bachelor's Degree
Reports To
Supervisor or Manager

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

1 Job Family Competencies – Customer Acquisition
Proficiency Level -2
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Collects customer data to identify needs for customer acquisition.
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Level 2 Behaviors
(Light Experience)
Assists in calculating customer acquisition cost.
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Level 3 Behaviors
(Moderate Experience)
Executes effective techniques in customer acquisition to target and reach new customers.
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Level 4 Behaviors
(Extensive Experience)
Determines critical success factors for new customer acquisition to attain all of our sales goals.
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Level 5 Behaviors
(Mastery)
Builds new channels, platforms, tools, and systems to improve and scale customer acquisition.
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2 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.
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Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
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Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
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Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
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Level 5 Behaviors
(Mastery)
Champions new engagement tools in customer analytics to forecast and segment customer behavior and insights.
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3 Customer Retention Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Retention Supervisor
Proficiency Level - 4
5 Competency for - Customer Retention Supervisor
Proficiency Level - 5

11 soft skills or competencies (core competencies) for Customer Retention Supervisor

1 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -3
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)
Contrasts KPI with other performance management tools, such as Balanced Score Card (BSC) and Objectives and Key Results (OKR).
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Level 2 Behaviors
(Light Experience)
Compiles and updates KPI data to show impact on productivity.
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Level 3 Behaviors
(Moderate Experience)
Consolidates internal and external information to define and select applicable KPI.
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Level 4 Behaviors
(Extensive Experience)
Designs and develops KPI metrics and dashboards for various functions and purposes.
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Level 5 Behaviors
(Mastery)
Conducts lectures on KPI best practices at industry conferences.
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2 Core Competencies – Products And Services
Proficiency Level -2
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)
Collects and summarizes information and marketing materials for R&D purposes.
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Level 2 Behaviors
(Light Experience)
Discusses the potential profitability of a proposed new product.
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Level 3 Behaviors
(Moderate Experience)
Evaluates our business’s P/S costs and prices, and market positioning.
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Level 4 Behaviors
(Extensive Experience)
Establishes related procedures for product design, development and delivery time limits.
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Level 5 Behaviors
(Mastery)
Describes the planned launch of superior products and services to stakeholders to promote enthusiasm and support.
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3 Customer Retention Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Retention Supervisor
Proficiency Level - 4
5 Competency for - Customer Retention Supervisor
Proficiency Level - 5

Summary of Customer Retention Supervisor skills and competencies

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.

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