Skills & Competencies for Network Service Representative I

Network Service Representative I job profile

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JOB SUMMARY for Network Service Representative I

Identifies and resolves customer issues regarding service or billing.

JOB RESPONSIBILITIES for Network Service Representative I

Addresses issues of telecommunication or cable service interruption, billing inquiries, and billing discrepancies. May be responsible for promoting products or services.

Network Service Representative I SALARY RANGE

BASE 50%
$33,138
TOTAL 50%
$36,110
Job Level
P01
Job Code
MM18000109
Education/Degree
Bachelor's Degree
Reports To
Supervisor or Manager

Network Service Representative I 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 Network Service Representative I skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Network Service Representative I

1 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -2
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 -2
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 Network Service Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Network Service Representative I
Proficiency Level - 4
5 Competency for - Network Service Representative I
Proficiency Level - 5

6 soft skills or competencies (core competencies) for Network Service Representative I

1 Core Competencies – Products And Services
Proficiency Level -2
Skill definition-Knowledge of the full array of our organization's products and services including those that are created for internal customers; insight into the differentiating factors that distinguish them from those of competitors.
Level 1 Behaviors
(General Familiarity)
Describes own business unit's role in the production of our organization's P/S.
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Level 2 Behaviors
(Light Experience)
Outlines the main advantages of our business's main P/S.
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Level 3 Behaviors
(Moderate Experience)
Examines the products and services from the perspective of the customer.
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Level 4 Behaviors
(Extensive Experience)
Incorporates quantifiable evidence to prove that the value of the product is credible.
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Level 5 Behaviors
(Mastery)
Educates others on the structure and integration of cross-functional products or services.
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2 Core Competencies – Digital Literacy
Proficiency Level -2
Skill definition-Seeking, evaluating, and communicating information with the use of electronic technologies and other media platforms in a productive and useful way.
Level 1 Behaviors
(General Familiarity)
Explains the difference between technology and digital skills.
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Level 2 Behaviors
(Light Experience)
Follows copyrights when using digital data to avoid legal and intellectual property rights issues.
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Level 3 Behaviors
(Moderate Experience)
Prepares online surveys to benchmark employees' confidence and knowledge on digital literacy.
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Level 4 Behaviors
(Extensive Experience)
Leads digital advancement initiatives and maintains a digital literate workforce.
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Level 5 Behaviors
(Mastery)
Keeps current on evolving digital tools to enhance our productivity and have an edge over competitors.
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3 Network Service Representative I - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Network Service Representative I
Proficiency Level - 4
5 Competency for - Network Service Representative I
Proficiency Level - 5

Summary of Network Service Representative I skills and competencies

There are 0 hard skills for Network Service Representative I.
11 general skills for Network Service Representative I, Customer Complaint Resolution, Customer Escalation Management, Customer Interaction, etc.
6 soft skills for Network Service Representative I, Products And Services, Digital Literacy, Attention to Detail, 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 Network Service Representative I, he or she needs to be proficient in Products And Services, be proficient in Digital Literacy, and be proficient in Attention to Detail.

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