Skills & Competencies for Customer Service Representative III

Customer Service Representative III job profile

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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%
$50,850
TOTAL 50%
$52,103
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
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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)
Explains the reasons and factors behind customer complaints.
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Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
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Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
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Level 4 Behaviors
(Extensive Experience)
Oversees the delivery of proper complaint handling to avoid errors and ensure resolution.
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Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
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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)
Explains the importance of customer escalation management in ensuring positive customer service.
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Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
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Level 3 Behaviors
(Moderate Experience)
Executes techniques in managing escalations to drive customer incidents to closure.
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Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
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Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
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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)
Describes own business unit's role in the production of our organization's P/S.
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Level 2 Behaviors
(Light Experience)
Outlines the main advantages of our business's main P/S.
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Level 3 Behaviors
(Moderate Experience)
Examines the products and services from the perspective of the customer.
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Level 4 Behaviors
(Extensive Experience)
Incorporates quantifiable evidence to prove that the value of the product is credible.
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Level 5 Behaviors
(Mastery)
Educates others on the structure and integration of cross-functional products or services.
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2 Core Competencies – Customer Focus
Proficiency Level -3
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Explains the importance of showing clients that their perspectives are valued.
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Level 2 Behaviors
(Light Experience)
Reviews client constructive feedback about issues and problems encountered.
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Level 3 Behaviors
(Moderate Experience)
Provides recommendations on complex client problems and novel initiatives.
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Level 4 Behaviors
(Extensive Experience)
Facilitates activities that sustain productive customer relationships.
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Level 5 Behaviors
(Mastery)
Develops and improves products and services to meet customer needs.
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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.

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