Customer Service Position
COMPUTER/PC SKILLS: Demonstrates knowledge of and proficiency in job-related PC software programs including Windows, word processing, spreadsheet, scheduling, graphic/ presentation, email, fax, project management, and Internet applications. Demonstrates the ability to learn and acquire new PC computer knowledge and skills in a timely and efficient manner.
PLANNING/SCHEDULING: Demonstrates the ability to prioritize, schedule, and monitor multiple projects. Makes effective use of available time and resources. Able to organize job activities and establish a course of action for self or others to accomplish a specific project or assignment. Effectively allocates resources. Establishes time-lines and makes assignments to meet project goals. Keeps others informed of goals and project status.
PROBLEM SOLVING: Establishes a course of action for long and short-term organizational and departmental goals. Strategically analyzes personnel, material, financial and technological resources to ensure effective operations. Identifies actions and decisions focusing on strategic issues. Gathers, processes, and synthesizes information using logical thinking to solve organizational problems. Make high quality decisions in a timely manner.
DETAIL/QUALITY FOCUS: Demonstrates conscientiousness and attention to detail to ensure quality in all aspects of work and projects. Checks for errors and maintains quality in all written documentation, tasks, and assignments.
CUSTOMER SERVICE ORIENTATION: Demonstrates the willingness to seek feedback, listen and understand internal and external customers needs, problems and complaints; anticipates customer needs; gives high priority to customer satisfaction.
INFLUENCE/PERSUASIVENESS: Demonstrates the ability to assert own ideas, persuade, and effectively influence others. Gains support and commitment to new ideas, suggestions, methods, and approaches to accomplishing work. Inspires, motivates, and mobilizes others to take actions to complete tasks and assignments.
TEAMWORK/COLLABORATION: Demonstrates the ability to work in a collaborative manner with clients and colleagues. Seeks to genuinely understand and empathize with the client's situation, feelings, needs and perspective. Treats clients and colleagues with sensitivity, courtesy and respect. Cultivates and builds long-term, trusting, and collaborative client relationships.
COMMUNICATION: Speaks and conveys written and verbal thoughts and ideas in a clear and concise manner. Expresses ideas effectively and persuasively in individual and group situations. Demonstrates attention to and conveys understanding of others through active listening. Communicates information clearly and in a timely manner in all written memos, email, reports, and documentation.
SENSITIVITY/EMPATHY: Demonstrates understanding and consideration for the opinions, feelings, and needs of others. Treats others with courtesy and respect. Modifies behavior as appropriate to facilitate effective relations with persons of different backgrounds and work styles.
ADAPTABILITY/FLEXIBILITY: Demonstrates the ability to understand client preferences and style and adapts his/her approach to suit this. Ability to maintain a high level of performance and well being under work pressure, challenge, change, and ambiguity. Ability to adjust and maintain effectiveness in the face of multiple demands, interpersonal challenges, and changes. Demonstrates resilience in the face of time pressure, interpersonal challenge, or adversity.
INTIATIVE: Demonstrates the ability to assert ideas and opinions in the face of opposition. Steps forward to address difficult issues. Stands firms and takes responsibility to deal with important problems. Takes action to achieve goals beyond what is required without direction from others.
SELF-DEVELOPMENT: Ability to pursue continuous education, training, and development to expand current knowledge, skills, and abilities to expand his/her level of competence and mastery. Actively solicits and demonstrates a willingness to accept constructive feedback without becoming defensive. Consistently evaluates his/her performance and uses feedback for tactical course corrections and sales effectiveness.
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