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%
$29,482
TOTAL 50%
$29,800
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)
Defines the importance of effective merchandising strategies in boosting retail sales and profit margins.
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Level 2 Behaviors
(Light Experience)
Assists customers with product inquiries by providing information about features, pricing, and availability.
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Level 3 Behaviors
(Moderate Experience)
Addresses intricate complaints and concerns effectively to ensure customer satisfaction and retention.
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Level 4 Behaviors
(Extensive Experience)
Contributes to the development of retail pricing strategies to maximize profitability and competitiveness.
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Level 5 Behaviors
(Mastery)
Champions the adoption of predictive analytics to optimize pricing, inventory management, and marketing strategies.
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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)
Cites the key elements of a product description, including price, specifications, and customer reviews.
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Level 2 Behaviors
(Light Experience)
Applies organizational procedures to help customers with product information, return, or order status requests.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer feedback with the product team to provide insights on product features or quality improvements.
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Level 4 Behaviors
(Extensive Experience)
Accommodates irate customers through de-escalation techniques and conflict resolution strategies to support brand service.
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Level 5 Behaviors
(Mastery)
Creates and enforces proactive measures to reduce customer complaints and improve customer satisfaction.
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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)
Cites the best practices used in improving customer satisfaction.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies in providing customer satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Analyzes survey results to identify opportunities in improving customer service and satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Creates and leverages KPIs to measure the effectiveness of customer satisfaction.
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Level 5 Behaviors
(Mastery)
Champions the adoption of digital analytics to measure customer satisfaction.
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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)
Describes the application of accurate returns processing.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies and standards in processing customer returns.
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Level 3 Behaviors
(Moderate Experience)
Coordinates with colleagues in reviewing returns processing activities and evaluating output.
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Level 4 Behaviors
(Extensive Experience)
Creates innovative solutions to resolve and mitigate complex and advanced issues on customer returns.
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Level 5 Behaviors
(Mastery)
Adapts best practices in returns management to process customer returns and reduce return reasons.
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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)
Cites examples of how customers use our business's products and services.
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Level 2 Behaviors
(Light Experience)
Describes our organization's current marketing campaign.
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Level 3 Behaviors
(Moderate Experience)
Announces and explains updates of products and services and delivery.
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Level 4 Behaviors
(Extensive Experience)
Enhances employees' understanding of several sets of interrelated products and services and their interdependence.
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Level 5 Behaviors
(Mastery)
Conceives and plans our business’s future structure according to the target market and P/S strategy.
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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)
Describes different levels of service that exceed, meet or fall short of expectations.
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Level 2 Behaviors
(Light Experience)
Complies with service agreements entered into with customers or provides early notice of any deviations.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine whether any problems remain after initial resolution and seek feedback.
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Level 4 Behaviors
(Extensive Experience)
Addresses conflicts or difficulties with customers proactively before problems escalate.
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Level 5 Behaviors
(Mastery)
Adopts the latest Customer Relationship Management (CRM) and Social Customer Relationship Management (SCRM) technologies and tools to improve customer service.
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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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