Skills & Competencies for Retail Store Customer Service Representative

Retail Store Customer Service Representative job profile

Book a Demo and Receive a Sample Job Profile

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%
$29,412
TOTAL 50%
$29,731
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
BOOK A DEMO

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)
Names commonly used tools and systems for processing transactions and managing retail inventory levels.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Supports the implementation of standard procedures and store protocols to ensure smooth retail operations.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Works closely with merchandising teams to create visually appealing displays and maximize product visibility.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Supervises the team in conducting market analysis and competitor research to gain a competitive advantage.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Promotes the use of e-commerce platforms and retail channels to drive online sales and customer engagement.
See 4 More Skill Behaviors
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)
Lists common return and exchange policies in retail and their respective procedures.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Uses appropriate greetings and language when interacting with customers to maintain brand integrity.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Uses CRM systems or ticketing platforms to document and track customer interactions and issue resolutions.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Oversees customer surveys on emerging trends, preferences, and areas for improvement to support service data analysis.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads the development and improvement of customer support resources to empower customers with self-service options.
See 4 More Skill Behaviors
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)
Lists the factors that influence customer satisfaction.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Performs customer follow-up to complete all service requests on time.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Uses key performance indicators (KPIs) to measure goals for customer satisfaction.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on the methods and formulas used to measure customer satisfaction data.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Promotes interdepartmental collaboration to achieve service level agreements (SLA).
See 4 More Skill Behaviors
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)
Lists the types of tools and software used in handling return processing.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Tracks and records customer returns to resolve complaints on product or service fulfillment.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Uses advanced systems to identify return percentage rates and maximize returns processing operations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Recommends improvement opportunities in processing customer returns efficiently and cost-effectively.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads return processing to determine opportunities to streamline and enhance quality and security standards.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Utilizes the tools and systems properly to manage customer service tasks.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Improves service design to better meet clients expectations.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors service KPIs and metrics to make sure service levels meets expectations.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads co-creation initiatives with employees, customers, and other stakeholders to guarantee sustainable service excellence.
See 4 More Skill Behaviors
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.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.