Skills & Competencies for Executive Response Manager

Executive Response Manager job profile

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JOB SUMMARY for Executive Response Manager

Oversees the resolution of customer complaints that have escalated to the highest level within the organization.

JOB RESPONSIBILITIES for Executive Response Manager

Acts as a liaison with product/service suppliers to determine validity of complaints and design and implement product or process change to reduce the number of complaints. Requires a thorough knowledge of the products/services offered and extensive customer service skills. Exercises a large degree individual discretion.

Executive Response Manager SALARY RANGE

BASE 50%
$100,547
TOTAL 50%
$109,482
Job Level
P03
Job Code
SM15000450
Education/Degree
Bachelor's Degree
Reports To
Supervisor or Manager

Executive Response Manager 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 Executive Response Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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8 general skills or competencies (Job family competencies) for Executive Response Manager

1 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -4
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.
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Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
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Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
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Level 4 Behaviors
(Extensive Experience)
Manages the overall customer complaint process to facilitate timely resolutions, escalations, and responses.
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Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
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2 Job Family Competencies – Customer Escalation Management
Proficiency Level -4
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)
Discusses the proper workflow in managing the customer escalation process.
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Level 2 Behaviors
(Light Experience)
Documents negative feedback from our customers into the escalation system for proper escalation.
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Level 3 Behaviors
(Moderate Experience)
Defines escalation management guidelines to determine the level of customer service needed.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer service techniques in creating solutions to common escalation causes.
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Level 5 Behaviors
(Mastery)
Constructs escalation and contingency plans to improve customer service and conflict resolution process.
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3 Executive Response Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Executive Response Manager
Proficiency Level - 4
5 Competency for - Executive Response Manager
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Executive Response Manager

1 Core Competencies – Business Process Improvement
Proficiency Level -2
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)
Describes the core principles of business process improvement.
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Level 2 Behaviors
(Light Experience)
Collects data from various channels to support analysis of business processes.
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Level 3 Behaviors
(Moderate Experience)
Develops alternative solutions to business process improvement and assesses their feasibility.
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Level 4 Behaviors
(Extensive Experience)
Deploys cost-effective and time-efficient solutions to business process issues.
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Level 5 Behaviors
(Mastery)
Facilitates the implementation of business process improvement strategies.
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2 Core Competencies – Analytical Thinking
Proficiency Level -3
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)
Describes the importance of analytical thinking in the workplace.
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Level 2 Behaviors
(Light Experience)
Applies appropriate methods to organize and disclose meaningful data patterns.
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Level 3 Behaviors
(Moderate Experience)
Creates and interprets causal links among various datasets.
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Level 4 Behaviors
(Extensive Experience)
Coaches others on using logic and reasoning to process and organize information.
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Level 5 Behaviors
(Mastery)
Establishes critical training and initiatives to foster analytical thinking across our business.
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3 Executive Response Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Executive Response Manager
Proficiency Level - 4
5 Competency for - Executive Response Manager
Proficiency Level - 5

Summary of Executive Response Manager skills and competencies

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 a 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.

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