Supervises a staff of customer service representatives that process orders, prepare correspondence, and fulfill 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 Supervisor skill and competencie below to view definitions.
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Collects customer data to identify needs for customer acquisition.
Level 2 Behaviors
(Light Experience)
Assists in calculating customer acquisition cost.
Level 3 Behaviors
(Moderate Experience)
Defines target customer segments to tailor techniques in reaching new customers.
Level 4 Behaviors
(Extensive Experience)
Creates and enhances innovative methodologies to attain key customer acquisition goals.
Level 5 Behaviors
(Mastery)
Builds customer loyalty programs to target high-potential opportunities for customer acquisitions.
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)
Executes customer analytics to maximize customer count, coverage, and performance.
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-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Cites examples of KPIs applied at individual, team, and organizational levels.
Level 2 Behaviors
(Light Experience)
Compiles and updates KPI data to show impact on productivity.
Level 3 Behaviors
(Moderate Experience)
Communicates KPI-related initiatives such as what, why, and how to ensure transparency.
Level 4 Behaviors
(Extensive Experience)
Consults on using KPI for business review and forecasting.
Level 5 Behaviors
(Mastery)
Champions the adoption of KPI-based management to promote high-performance culture.
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.
Level 2 Behaviors
(Light Experience)
Describes our organization's current marketing campaign.
Level 3 Behaviors
(Moderate Experience)
Announces and explains updates of products and services and delivery.
Level 4 Behaviors
(Extensive Experience)
Enhances employees' understanding of several sets of interrelated products and services and their interdependence.
Level 5 Behaviors
(Mastery)
Conceives and plans our business’s future structure according to the target market and P/S strategy.
There are 0 hard skills for Customer Retention Supervisor.
7 general skills for Customer Retention Supervisor, Customer Acquisition, Customer Analytics, Customer Complaint Resolution, etc.
11 soft skills for Customer Retention Supervisor, Key Performance Indicators (KPI), Products And Services, Planning and Organizing, etc.
While the list totals 18 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 Supervisor, he or she needs to be skilled in Key Performance Indicators (KPI), be proficient in Products And Services, and be skilled in Planning and Organizing.
