Oversees the resolution of customer complaints that have escalated to the highest level within the organization.
Acts as a liaison with product/service suppliers to determine the validity of complaints and design and implement product or process changes to reduce the number of complaints. Requires a thorough knowledge of the products/services offered and extensive customer service skills. Exercises a large degree of individual discretion.
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 Executive Response Manager skill and competencie below to view definitions.
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 flow of the customer complaint process from intake to customer resolution.
Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
Level 4 Behaviors
(Extensive Experience)
Manages the overall customer complaint process to facilitate timely resolutions, escalations, and responses.
Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
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.
Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
Level 3 Behaviors
(Moderate Experience)
Executes techniques in managing escalations to drive customer incidents to closure.
Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
Skill definition-Proactively defining, analyzing, and streamlining existing business processes within an organization to meet new quotas or standards of quality.
Level 1 Behaviors
(General Familiarity)
Explains common symptoms of inefficient processes that call for business process improvement.
Level 2 Behaviors
(Light Experience)
Collects feedback directly from staff involved in the new process mapping.
Level 3 Behaviors
(Moderate Experience)
Manages process improvements to ensure that the entire system works efficiently.
Level 4 Behaviors
(Extensive Experience)
Monitors and evaluates the success or failure of the changes implemented.
Level 5 Behaviors
(Mastery)
Leads the reorganization of the workforce based on the agreed and desired outcomes.
Skill definition-Gathering, organizing, and analyzing information to identify the root cause of organizational problems and develop alternative solutions accordingly.
Level 1 Behaviors
(General Familiarity)
Explains the integral role data collection plays when conducting analytical thinking.
Level 2 Behaviors
(Light Experience)
Gathers necessary information from various channels to support decision-making.
Level 3 Behaviors
(Moderate Experience)
Examines information or a situation thoroughly and in detail.
Level 4 Behaviors
(Extensive Experience)
Evaluates the cost, return, risks, and achievements before recommending a solution.
Level 5 Behaviors
(Mastery)
Forecasts customers' expectations and formulates strategies to ensure customer satisfaction.
There are 0 hard skills for Executive Response Manager.
8 general skills for Executive Response Manager, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
10 soft skills for Executive Response Manager, Business Process Improvement, Analytical Thinking, Attention to Detail, 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 an Executive Response Manager, he or she needs to be proficient in Business Process Improvement, be skilled in Analytical Thinking, and be skilled in Attention to Detail.
