Skills & Competencies for Customer Service Representative III

Customer Service Representative III job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Customer Service Representative III

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

JOB RESPONSIBILITIES for Customer Service Representative III

Resolves complex or unusual requests and problems that may require a customized response 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 or additional information as needed. Provides updates to other internal teams on customer needs and factors that contribute to customer satisfaction. May be assigned to support products that are more complex or critical. Uses a customer relationship application or database to record activities and research product information.

Customer Service Representative III SALARY RANGE

BASE 50%
$50,981
TOTAL 50%
$52,238
Job Level
A03
Job Code
SM15000007
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

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

11 general skills or competencies (Job family competencies) for Customer Service Representative III

1 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)
Documents customer complaints in the company system for prompt problem resolution.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows standardized procedures and practices used in complaint resolution.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine and investigate cause of conflicts and complaints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Improves the resolution process for all customer complaints to ensure a positive customer experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Adapts to new technologies used in complaint management to improve customer service and resolution.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Escalation Management
Proficiency Level -3
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)
Cites the common types of customer escalation systems for proper routing of customer concerns.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Adheres to our policies in escalating customer concerns to higher-level departments.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Checks and analyzes customer service script for escalation situations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates an escalation framework to ensure prioritization and escalation of higher-level customer issues.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds an escalation model that explains the importance and procedures for each customer service tier.
See 4 More Skill Behaviors
3 Customer Service Representative III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Representative III
Proficiency Level - 4
5 Competency for - Customer Service Representative III
Proficiency Level - 5

11 soft skills or competencies (core competencies) for Customer Service Representative III

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)
Collects and summarizes information and marketing materials for R&D purposes.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Discusses the potential profitability of a proposed new product.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Evaluates our business’s P/S costs and prices, and market positioning.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Establishes related procedures for product design, development and delivery time limits.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Describes the planned launch of superior products and services to stakeholders to promote enthusiasm and support.
See 4 More Skill Behaviors
2 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)
Responds to customers and addresses their needs in real-time.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Looks for ways to add value beyond clients' immediate requests.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Develops guidelines for dealing with customer issues.
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
3 Customer Service Representative III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Representative III
Proficiency Level - 4
5 Competency for - Customer Service Representative III
Proficiency Level - 5

Summary of Customer Service Representative III skills and competencies

There are 0 hard skills for Customer Service Representative III.
11 general skills for Customer Service Representative III, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
11 soft skills for Customer Service Representative III, Products And Services, Customer Focus, Service Excellence, etc.
While the list totals 22 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 III, he or she needs to be proficient in Products And Services, be skilled in Customer Focus, and be skilled in Service Excellence.

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.