Skills & Competencies for Executive Response Specialist

Executive Response Specialist job profile

JOB SUMMARY for Executive Response Specialist

Provides timely resolutions to customer complaints that have escalated to the highest level within the organization.

JOB RESPONSIBILITIES for Executive Response Specialist

Coordinates with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Reviews the underlying facts of the complaint, determines an appropriate solution, and delivers the response to the customer. Requires a thorough knowledge of the products/services offered, well developed customer service skills, and clear understanding of the company's policy regarding complaints. Exercises a large degree individual discretion and judgement. Tracks complaints and makes recommendations to management designed to reduce the number of complaints.

Executive Response Specialist SALARY RANGE

BASE 50%
$55,151
TOTAL 50%
$57,117
Job Level
P02
Job Code
SM15000321
Education/Degree
Bachelor's Degree
Reports To
Supervisor or Manager

Executive Response Specialist 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 Specialist skill and competencie below to view definitions.

8 general skills or competencies (Job family competencies) for Executive Response Specialist

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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Receives and routes customer complaints to appropriate departments for resolution.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes corrective actions for long-term solutions to minimize customer complaints and issues.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors and reviews customer complaints to develop effective strategies to reduce their numbers.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops a complaint management framework to deliver high-quality responses to customer complaints.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers resources and scripts in providing first contact resolution to prevent further escalations.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Determines root cause of dissatisfaction to effectively handle escalation situations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Leverages a metric system to measure the effectiveness of customer escalation management.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs tools and systems to ensure real-time monitoring and recording of customer escalations.
See 4 More Skill Behaviors
3 Executive Response Specialist - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Executive Response Specialist
Proficiency Level - 4
5 Competency for - Executive Response Specialist
Proficiency Level - 5

9 soft skills or competencies (core competencies) for Executive Response Specialist

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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects feedback directly from staff involved in the new process mapping.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Manages process improvements to ensure that the entire system works efficiently.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Evaluates reported issues and restructures the workflow design.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads the reorganization of the workforce based on the agreed and desired outcomes.
See 4 More Skill Behaviors
2 Core Competencies – Attention to Detail
Proficiency Level -3
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Identifies the procedures for making sure that results are mistake-free.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Processes limited amounts of detailed information with reasonable accuracy.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Processes large quantities of detailed information with high levels of accuracy.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Designs systems to help the team organize and track details and project progress.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops best practices for identifying and correcting errors, oversights, and omissions.
See 4 More Skill Behaviors
3 Executive Response Specialist - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Executive Response Specialist
Proficiency Level - 4
5 Competency for - Executive Response Specialist
Proficiency Level - 5

Summary of Executive Response Specialist skills and competencies

There are 0 hard skills for Executive Response Specialist.
8 general skills for Executive Response Specialist, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
9 soft skills for Executive Response Specialist, Business Process Improvement, Attention to Detail, Working under Pressure, etc.
While the list totals 17 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 Specialist, he or she needs to be proficient in Business Process Improvement, be skilled in Attention to Detail, and be skilled in Working under Pressure.

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.