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)
Names commonly used tools and systems for processing transactions and managing retail inventory levels.
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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)
Describes the importance of customer reviews and ratings in retail decision-making.
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Level 2 Behaviors
(Light Experience)
Informs customers of promotional offers, discounts, and loyalty programs available to support sales.
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Level 3 Behaviors
(Moderate Experience)
Assesses customer needs and preferences to provide personalized product recommendations or solutions.
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Level 4 Behaviors
(Extensive Experience)
Collaborates with logistics and fulfillment teams to ensure timely delivery of orders and address shipping issues.
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Level 5 Behaviors
(Mastery)
Designs comprehensive customer support training programs to ensure consistent service quality and policy compliance.
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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)
Describes methods used in collecting and analyzing customer satisfaction data.
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Level 2 Behaviors
(Light Experience)
Assists in creating questions to surveys to identify customer satisfaction levels.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to establish positive interactions and maintain a high level of satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Delivers superior customer service to optimize customer satisfaction scores.
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Level 5 Behaviors
(Mastery)
Constructs innovative solutions and effective interventions to drive 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 concepts and methods used in returns processing.
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Level 2 Behaviors
(Light Experience)
Conducts follow-up calls to customers to collect feedback from returns processing services.
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Level 3 Behaviors
(Moderate Experience)
Executes good returns policy to minimize returns and improve customer satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Delivers training to customer service teams in handling and processing returns to ensure customer retention.
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Level 5 Behaviors
(Mastery)
Determines the overall vision of our return processing policy to ensure alignment with key business goals.
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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)
Collects and summarizes information and marketing materials for R&D purposes.
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Level 2 Behaviors
(Light Experience)
Discusses the potential profitability of a proposed new product.
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Level 3 Behaviors
(Moderate Experience)
Evaluates our business’s P/S costs and prices, and market positioning.
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Level 4 Behaviors
(Extensive Experience)
Establishes related procedures for product design, development and delivery time limits.
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Level 5 Behaviors
(Mastery)
Describes the planned launch of superior products and services to stakeholders to promote enthusiasm and support.
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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)
Emphasizes the importance and value of providing excellent service.
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Level 2 Behaviors
(Light Experience)
Directs customers to the appropriate team or department if predicament cannot be immediately resolved.
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Level 3 Behaviors
(Moderate Experience)
Contributes to a service recovery program to rectify the situation and regain the client's trust.
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Level 4 Behaviors
(Extensive Experience)
Anticipates clients' needs and fulfills them in advance.
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Level 5 Behaviors
(Mastery)
Champions a customer-centric, service excellence culture.
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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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