Processes orders, prepares correspondence, and fulfills needs of existing customers that are at risk of cancelling services or orders.
Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Offers discounts or special deals as needed and within pre-established limits.
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 Customer Retention Representative I skill and competencie below to view definitions.
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Compiles a list of customer data sources for accurate customer analytics.
Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
Level 3 Behaviors
(Moderate Experience)
Analyzes customer analytics to improve customer service and decrease associated constraints.
Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
Level 5 Behaviors
(Mastery)
Adapts to industry trends in customer analytics to transform actionable insights into profitable results.
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Documents customer complaints in the company system for prompt problem resolution.
Level 2 Behaviors
(Light Experience)
Follows standardized procedures and practices used in complaint resolution.
Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine and investigate cause of conflicts and complaints.
Level 4 Behaviors
(Extensive Experience)
Improves the resolution process for all customer complaints to ensure a positive customer experience.
Level 5 Behaviors
(Mastery)
Adapts to new technologies used in complaint management to improve customer service and resolution.
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Cites different customer preferences and requests to configure products to customer liking.
Level 2 Behaviors
(Light Experience)
Applies the principles of maintaining a customer-focused environment to meet service standards.
Level 3 Behaviors
(Moderate Experience)
Audits the services provided to clients to ensure they meet client needs.
Level 4 Behaviors
(Extensive Experience)
Anticipates clients' upcoming needs and concerns to prevent potential issues.
Level 5 Behaviors
(Mastery)
Champions new tools and techniques for anticipating clients' upcoming needs and concerns.
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Cites steps and tips to improve attention to detail in the workplace.
Level 2 Behaviors
(Light Experience)
Keeps full attention when listening to understand the message.
Level 3 Behaviors
(Moderate Experience)
Balances between accuracy and efficiency for different tasks or programs.
Level 4 Behaviors
(Extensive Experience)
Creates and implements quality management processes for our business.
Level 5 Behaviors
(Mastery)
Defines possible hurdles to projects and creates strategies to deal with them.
There are 0 hard skills for Customer Retention Representative I.
6 general skills for Customer Retention Representative I, Customer Analytics, Customer Complaint Resolution, Customer Interaction, etc.
8 soft skills for Customer Retention Representative I, Customer Focus, Attention to Detail, Effective Communication, etc.
While the list totals 14 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 Customer Retention Representative I, he or she needs to be proficient in Customer Focus, be proficient in Attention to Detail, and be proficient in Effective Communication.
