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%
$29,412
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
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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)
Explains the process of tracking shipments and providing updates to customers.
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Level 2 Behaviors
(Light Experience)
Offers suggestions for alternative products when an item is out of stock to support customer purchases.
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Level 3 Behaviors
(Moderate Experience)
Conducts proactive outreach to customers for order follow-ups, satisfaction surveys, or promotional offers.
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Level 4 Behaviors
(Extensive Experience)
Executes customer retention initiatives to increase customer lifetime value and foster repeat purchases.
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Level 5 Behaviors
(Mastery)
Establishes proactive customer outreach strategies to cultivate customer relationships and drive customer loyalty.
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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 framework process used to monitor and ensure customer satisfaction.
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Level 2 Behaviors
(Light Experience)
Collects customer feedback to support the analysis of customer satisfaction scores.
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Level 3 Behaviors
(Moderate Experience)
Handles challenges and issues that affect high level customer satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer service analytics to forecast customers' future needs and maximize satisfaction.
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Level 5 Behaviors
(Mastery)
Establishes policies and procedures to align our core values with customer service goals.
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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)
Documents best practices and methodologies used in addressing customer returns.
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Level 2 Behaviors
(Light Experience)
Enters customer orders into our systems to ensure accurate and on-time tracking of returns.
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Level 3 Behaviors
(Moderate Experience)
Performs inspections to assess the quality of customer returns.
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Level 4 Behaviors
(Extensive Experience)
Develops customer return programs to minimize product waste and returns and ensure excellent service.
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Level 5 Behaviors
(Mastery)
Establishes policies and procedures in processing customer returns to improve our efficiency.
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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)
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 – 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)
Explains the definition and characteristics of service excellence.
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Level 2 Behaviors
(Light Experience)
Provides timely response to customers' complaints, feedback, and comments.
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Level 3 Behaviors
(Moderate Experience)
Follows through on customers' complicated questions, requests, and complaints.
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Level 4 Behaviors
(Extensive Experience)
Directs service design programs to optimize service delivery and customer experience.
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Level 5 Behaviors
(Mastery)
Explores innovative service models and processes to exceed client expectations.
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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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