Skills & Competencies for Executive Response Specialist

Executive Response Specialist job profile

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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%
$54,903
TOTAL 50%
$56,862
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.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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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)
Documents customer complaints in the company system for prompt problem resolution.
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Level 2 Behaviors
(Light Experience)
Follows standardized procedures and practices used in complaint resolution.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine and investigate cause of conflicts and complaints.
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Level 4 Behaviors
(Extensive Experience)
Improves the resolution process for all customer complaints to ensure a positive customer experience.
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Level 5 Behaviors
(Mastery)
Adapts to new technologies used in complaint management to improve customer service and resolution.
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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)
Cites the common types of customer escalation systems for proper routing of customer concerns.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies in escalating customer concerns to higher-level departments.
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Level 3 Behaviors
(Moderate Experience)
Checks and analyzes customer service script for escalation situations.
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Level 4 Behaviors
(Extensive Experience)
Creates an escalation framework to ensure prioritization and escalation of higher-level customer issues.
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Level 5 Behaviors
(Mastery)
Builds an escalation model that explains the importance and procedures for each customer service tier.
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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)
Cites basic business process improvement techniques and processes.
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Level 2 Behaviors
(Light Experience)
Assists in preparing flow charts to visualize each step in the new workflow.
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Level 3 Behaviors
(Moderate Experience)
Consults in the identification and resolution of process issues.
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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)
Designs various tools to be used for the business process improvement efforts.
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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)
Cites steps and tips to improve attention to detail in the workplace.
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Level 2 Behaviors
(Light Experience)
Keeps full attention when listening to understand the message.
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Level 3 Behaviors
(Moderate Experience)
Implements a variety of cross-checking approaches and mechanisms.
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Level 4 Behaviors
(Extensive Experience)
Creates and implements quality management processes for our business.
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Level 5 Behaviors
(Mastery)
Defines possible hurdles to projects and creates strategies to deal with them.
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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.

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