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%
$100,080
TOTAL 50%
$108,976
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 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 -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)
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 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)
Explains common symptoms of inefficient processes that call for business process improvement.
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Level 2 Behaviors
(Light Experience)
Collects feedback directly from staff involved in the new process mapping.
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Level 3 Behaviors
(Moderate Experience)
Manages process improvements to ensure that the entire system works efficiently.
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Level 4 Behaviors
(Extensive Experience)
Expedites processes by switching from sequential tasks to simultaneous tasks.
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Level 5 Behaviors
(Mastery)
Leads the reorganization of the workforce based on the agreed and desired outcomes.
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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)
Explains the integral role data collection plays when conducting analytical thinking.
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Level 2 Behaviors
(Light Experience)
Breaks down a specific project into lists of tasks.
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Level 3 Behaviors
(Moderate Experience)
Examines information or a situation thoroughly and in detail.
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Level 4 Behaviors
(Extensive Experience)
Draws conclusions based upon logic and intuitive judgment.
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Level 5 Behaviors
(Mastery)
Forecasts customers' expectations and formulates strategies to ensure customer satisfaction.
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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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