Skills & Competencies for Customer Service Trainer II

Customer Service Trainer II job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Customer Service Trainer II

Delivers training programs for customer service representatives, team leaders, and supervisors.

JOB RESPONSIBILITIES for Customer Service Trainer II

Provides updates and details on new products, features, and service offerings. Leads skill development training and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Instructs staff on service level standards, system tools, and policies and procedures. Provides input to assess training effectiveness and define future needs.

Customer Service Trainer II SALARY RANGE

BASE 50%
$56,431
TOTAL 50%
$58,747
Job Level
P02
Job Code
HR09200372
Education/Degree
Bachelor's Degree
Reports To
Supervisor or Manager

Customer Service Trainer II 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 Trainer II 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 Trainer II

1 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)
Compiles a list of customer data sources for accurate customer analytics.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyzes customer analytics to improve customer service and decrease associated constraints.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Adapts to industry trends in customer analytics to transform actionable insights into profitable results.
See 4 More Skill Behaviors
2 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
3 Customer Service Trainer II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Trainer II
Proficiency Level - 4
5 Competency for - Customer Service Trainer II
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Customer Service Trainer II

1 Core Competencies – Standard Operating Procedures (SOP)
Proficiency Level -3
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Cites examples of SOP practices in our business operations.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in the preparation of internal standard operating procedures (SOP).
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Analyses our business and operations to identify room for improvement on the related standard operating procedures.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Coaches others on the implementation of SOP to reduce errors and improve quality.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds a monitoring system to evaluate the effectiveness of our SOPs.
See 4 More Skill Behaviors
2 Core Competencies – Service Excellence
Proficiency Level -3
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Describes different levels of service that exceed, meet or fall short of expectations.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Complies with service agreements entered into with customers or provides early notice of any deviations.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine whether any problems remain after initial resolution and seek feedback.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Addresses conflicts or difficulties with customers proactively before problems escalate.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Adopts the latest Customer Relationship Management (CRM) and Social Customer Relationship Management (SCRM) technologies and tools to improve customer service.
See 4 More Skill Behaviors
3 Customer Service Trainer II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Trainer II
Proficiency Level - 4
5 Competency for - Customer Service Trainer II
Proficiency Level - 5

Summary of Customer Service Trainer II skills and competencies

There are 0 hard skills for Customer Service Trainer II.
11 general skills for Customer Service Trainer II, Customer Analytics, Customer Complaint Resolution, Customer Escalation Management, etc.
10 soft skills for Customer Service Trainer II, Standard Operating Procedures (SOP), Service Excellence, Fostering Teamwork, 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 Trainer II, he or she needs to be skilled in Standard Operating Procedures (SOP), be skilled in Service Excellence, and be skilled in Fostering Teamwork.

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.