11 general skills or competencies (Job family competencies) for Sales Support Representative IV
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)
Explains the flow of the customer complaint process from intake to customer resolution.
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Level 2 Behaviors
(Light Experience)
Gathers information on customer complaints to support prompt escalation and resolution.
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Level 3 Behaviors
(Moderate Experience)
Determines causes of customer service failures to make appropriate action plans and address complaints.
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Level 4 Behaviors
(Extensive Experience)
Manages the overall customer complaint process to facilitate timely resolutions, escalations, and responses.
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Level 5 Behaviors
(Mastery)
Champions customer service strategies in managing complaints to meet our standards and objectives.
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Skill definition-Identifying potential customers for products and services and converting them to revenue-generating customers.
Level 1 Behaviors
(General Familiarity)
Describes effective procedures to make cold calls and pursue leads.
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Level 2 Behaviors
(Light Experience)
Conducts basic research on our organization's sites or social media accounts to identify key prospects.
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Level 3 Behaviors
(Moderate Experience)
Executes prospecting campaigns by aggressive customer outreach.
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Level 4 Behaviors
(Extensive Experience)
Oversees protocols to maintain a robust leads pipeline and streamlined sales management cycle.
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Level 5 Behaviors
(Mastery)
Drives the overall implementation of the lead nurture program to increase customer lifetime value.
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10 soft skills or competencies (core competencies) for Sales Support Representative IV
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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Skill definition-The practice of planning, organizing, conducting and participating in well-structured meetings for effectiveness and productivity.
Level 1 Behaviors
(General Familiarity)
Describes the roles and responsibilities of different meeting participants.
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Level 2 Behaviors
(Light Experience)
Follows up on action items created in meetings.
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Level 3 Behaviors
(Moderate Experience)
Controls the meeting progress to keep it on track.
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Level 4 Behaviors
(Extensive Experience)
Consults on managing remote and virtual meetings to improve effectiveness.
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Level 5 Behaviors
(Mastery)
Champions effective meeting management as an efficiency and productivity tool.
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Summary of Sales Support Representative IV skills and competencies
There are 0 hard skills for Sales Support Representative IV.
11 general skills for Sales Support Representative IV, Customer Complaint Resolution, Prospecting, Sales Function, etc.
10 soft skills for Sales Support Representative IV, Products And Services, Meeting Management, Self-Motivation, etc.
While the list totals 21 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 Sales Support Representative IV, he or she needs to be skilled in Products And Services, be skilled in Meeting Management, and be skilled in Self-Motivation.