Skills & Competencies for Customer Service Representative I

Customer Service Representative I job profile

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JOB SUMMARY for Customer Service Representative I

Responds to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.

JOB RESPONSIBILITIES for Customer Service Representative I

Resolves routine and basic problems and communicates solutions or requested information to the customer. Analyzes a customer's service needs and refers to other service or technical departments for follow up as needed. Uses a customer relationship application or database to record activities and research product information.

Customer Service Representative I SALARY RANGE

BASE 50%
$38,538
TOTAL 50%
$39,077
Job Level
A01
Job Code
SM15000005
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

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

1 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)
Knows how to investigate complaints to identify root causes.
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Level 2 Behaviors
(Light Experience)
Tracks customer concerns to find appropriate solutions to their complaints.
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Level 3 Behaviors
(Moderate Experience)
Works with other teams in responding and addressing customers to prevent future complaints.
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Level 4 Behaviors
(Extensive Experience)
Trains staff and management in handling and resolving customer complaints to improve customer outcomes.
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Level 5 Behaviors
(Mastery)
Leads customer complaint resolution process from investigation to resolution to optimize service delivery.
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2 Job Family Competencies – Customer Escalation Management
Proficiency Level -2
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Lists most common reasons for customers seeking escalation.
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Level 2 Behaviors
(Light Experience)
Tracks the escalation of customer issues to support real-time resolution of customer concerns.
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Level 3 Behaviors
(Moderate Experience)
Works with cross-functional teams in identifying steps to deescalate customer issues and concerns.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams in handling and resolving customer issues promptly to avoid escalations.
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Level 5 Behaviors
(Mastery)
Improves customer interactions and incident management to prevent escalation of future conflicts.
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3 Customer Service Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Representative I
Proficiency Level - 4
5 Competency for - Customer Service Representative I
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Customer Service Representative I

1 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)
Illustrates how customers use our business's products and services.
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Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
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Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
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Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
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Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
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2 Core Competencies – Customer Focus
Proficiency Level -2
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Lists the benefits of having a customer-focused organization.
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Level 2 Behaviors
(Light Experience)
Supports the management in developing customer engagement processes.
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Level 3 Behaviors
(Moderate Experience)
Uses customer feedback to help management improve products and services.
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Level 4 Behaviors
(Extensive Experience)
Monitors and evaluates the process of innovating the client service model and service standards.
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Level 5 Behaviors
(Mastery)
Promotes organizational activities that build rapport and cooperative relationships with customers.
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3 Customer Service Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Representative I
Proficiency Level - 4
5 Competency for - Customer Service Representative I
Proficiency Level - 5

Summary of Customer Service Representative I skills and competencies

There are 0 hard skills for Customer Service Representative I.
11 general skills for Customer Service Representative I, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
10 soft skills for Customer Service Representative I, Products And Services, Customer Focus, Service Excellence, etc.
While the list totals 21 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 Service Representative I, he or she needs to be proficient in Products And Services, be proficient in Customer Focus, and be proficient in Service Excellence.

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