Skills & Competencies for Retail Store Customer Service Representative

Retail Store Customer Service Representative job profile

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JOB SUMMARY for Retail Store Customer Service Representative

Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.

JOB RESPONSIBILITIES for Retail Store Customer Service Representative

May assist with purchases and returns.

Retail Store Customer Service Representative SALARY RANGE

BASE 50%
$29,552
TOTAL 50%
$29,870
Job Level
A01
Job Code
FA06000506
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Retail Store Customer Service Representative 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 Retail Store Customer Service Representative skill and competencie below to view definitions.
INDUSTRY COMPETENCIES JOB FAMILY COMPETENCIES CORE COMPETENCIES
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6 hard skills or competencies (industry competencies) for Retail Store Customer Service Representative

1 Industry Competency – Retail Industry
Proficiency Level -1
Skill definition-Applying comprehensive knowledge of retail principles, inventory management, pricing strategies, and consumer behavior to effectively manage and operate retail businesses.
Level 1 Behaviors
(General Familiarity)
Lists diverse activities and functions of retailing including buying, advertising, and data processing.
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Level 2 Behaviors
(Light Experience)
Records and reports customer feedback to assist in optimizing retail offerings and improving service quality.
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Level 3 Behaviors
(Moderate Experience)
Utilizes advanced software and technology to automate and optimize retail operations.
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Level 4 Behaviors
(Extensive Experience)
Oversees inventory control and supply chain processes to ensure optimal stock levels and minimize costs.
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Level 5 Behaviors
(Mastery)
Leads omnichannel optimization initiatives to ensure a seamless and integrated customer journey.
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2 Industry Competency – Retail Customer Support
Proficiency Level -2
Skill definition-Providing assistance and resolutions to retail customers, ensuring their satisfaction and maintaining a positive customer experience.
Level 1 Behaviors
(General Familiarity)
Identifies common retail customer support channels for addressing customer inquiries or concerns.
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Level 2 Behaviors
(Light Experience)
Records basic customer information accurately, such as name, contact details, and inquiry details.
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Level 3 Behaviors
(Moderate Experience)
Resolves customer complaints or issues related to product quality, shipping delays, or billing discrepancies.
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Level 4 Behaviors
(Extensive Experience)
Manages cross-functional projects aimed at improving customer support processes and workflows.
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Level 5 Behaviors
(Mastery)
Evaluates the effectiveness of customer support channels to identify areas for improvement and implement best practices.
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3 Retail Store Customer Service Representative - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Retail Store Customer Service Representative
Proficiency Level - 4
5 Competency for - Retail Store Customer Service Representative
Proficiency Level - 5

4 general skills or competencies (Job family competencies) for Retail Store Customer Service Representative

1 Job Family Competencies – Customer Satisfaction
Proficiency Level -2
Skill definition-Collecting, analyzing, and measuring satisfaction levels of customers to improve our business's service and products.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer satisfaction to a business.
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Level 2 Behaviors
(Light Experience)
Identifies and reports issues promptly to ensure quick resolution and customer satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Negotiates issues directly with the customer to maximize customer satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Recommends plans to enhance the current process in increasing customer satisfaction efficiencies.
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Level 5 Behaviors
(Mastery)
Fosters maintains effective business-to-customer relationships to meet and exceed customer expectations.
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2 Job Family Competencies – Returns Processing
Proficiency Level -2
Skill definition-Managing and processing customer returns and assessing product quality to provide appropriate customer support and ensure service quality.
Level 1 Behaviors
(General Familiarity)
Explains the importance of the returns management process in ensuring customer fulfillment.
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Level 2 Behaviors
(Light Experience)
Selects appropriate tools and techniques to handle returns processing tasks effectively.
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Level 3 Behaviors
(Moderate Experience)
Prepares order schedules in defining return processing functions to minimize customer costs.
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Level 4 Behaviors
(Extensive Experience)
Integrates a scalable infrastructure to manage all returns processing activities and boost customer service.
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Level 5 Behaviors
(Mastery)
Forecasts future trends in managing return processing to promote product sustainability and fulfillment.
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3 Retail Store Customer Service Representative - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Retail Store Customer Service Representative
Proficiency Level - 4
5 Competency for - Retail Store Customer Service Representative
Proficiency Level - 5

9 soft skills or competencies (core competencies) for Retail Store Customer Service Representative

1 Core Competencies – Products And Services
Proficiency Level -1
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)
Illustrates how customers use our business's products and services.
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Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
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Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
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Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
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Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
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2 Core Competencies – Service Excellence
Proficiency Level -1
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Names popular customer service Key Performance Indicators (KPIs) and metrics.
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Level 2 Behaviors
(Light Experience)
Utilizes the tools and systems properly to manage customer service tasks.
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Level 3 Behaviors
(Moderate Experience)
Improves service design to better meet clients expectations.
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Level 4 Behaviors
(Extensive Experience)
Monitors service KPIs and metrics to make sure service levels meets expectations.
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Level 5 Behaviors
(Mastery)
Leads co-creation initiatives with employees, customers, and other stakeholders to guarantee sustainable service excellence.
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3 Retail Store Customer Service Representative - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Retail Store Customer Service Representative
Proficiency Level - 4
5 Competency for - Retail Store Customer Service Representative
Proficiency Level - 5

Summary of Retail Store Customer Service Representative skills and competencies

There are 6 hard skills for Retail Store Customer Service Representative, Retail Industry, Retail Customer Support, Bagging and Wrapping, etc.
4 general skills for Retail Store Customer Service Representative, Customer Satisfaction, Returns Processing, Customer Engagement, etc.
9 soft skills for Retail Store Customer Service Representative, Products And Services, Service Excellence, Attention to Detail, etc.
While the list totals 19 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 Retail Store Customer Service Representative, he or she needs to be proficient in Products And Services, be proficient in Service Excellence, and be proficient in Attention to Detail.

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