Skills & Competencies for Network Service Representative III

Network Service Representative III job profile

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JOB SUMMARY for Network Service Representative III

Identifies and resolves customer issues regarding service or billing.

JOB RESPONSIBILITIES for Network Service Representative III

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

Network Service Representative III SALARY RANGE

BASE 50%
$46,364
TOTAL 50%
$50,812
Job Level
P03
Job Code
MM18000111
Education/Degree
Bachelor's Degree
Reports To
Supervisor or Manager

Network Service Representative III 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 III 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 III

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)
Identifies the importance of showing empathy in handling customer complaints.
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Level 2 Behaviors
(Light Experience)
Responds to unexpected customer requests and resolves complaints positively.
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Level 3 Behaviors
(Moderate Experience)
Makes alternative solutions within agreed time constraints to assure first contact resolution.
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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)
Establishes best practices in customer complaint resolution to provide highest quality of service.
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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)
Knows how to use the escalation matrix to identify escalation level for resolution.
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Level 2 Behaviors
(Light Experience)
Identifies the severity of conflicts and issues to make labeling decisions with minimal escalation.
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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)
Sets de-escalation approaches to facilitate respectful troubleshooting conversations with customers.
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Level 5 Behaviors
(Mastery)
Establishes an escalation management framework to avoid incorrect and insufficient issue resolution.
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3 Network Service Representative III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Network Service Representative III
Proficiency Level - 4
5 Competency for - Network Service Representative III
Proficiency Level - 5

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

1 Core Competencies – Products And Services
Proficiency Level -3
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)
Discusses the primary markets for the P/S.
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Level 2 Behaviors
(Light Experience)
Summarizes the features, specifications, or functions of any given P/S.
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Level 3 Behaviors
(Moderate Experience)
Explores target customers to sell and deliver products and services.
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Level 4 Behaviors
(Extensive Experience)
Instructs others to explain the key factors that differentiate the products from those of the competitors.
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Level 5 Behaviors
(Mastery)
Initiates an evaluation of the past, evolution, and future plans of the product or service line.
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2 Core Competencies – Digital Literacy
Proficiency Level -3
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)
Helps team members in accessing software and downloading necessary applications.
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Level 4 Behaviors
(Extensive Experience)
Guides staff in honing their digital fluency, fulfilling skill gaps, and increasing productivity.
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Level 5 Behaviors
(Mastery)
Establishes an easy-to-use digital tool to streamline our processes and procedures.
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3 Network Service Representative III - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Network Service Representative III
Proficiency Level - 4
5 Competency for - Network Service Representative III
Proficiency Level - 5

Summary of Network Service Representative III skills and competencies

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

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