Job Analysis For A Customer Service Representative

Mariah Neuhauser MGMT 362 - Exam 1 How would you conduct a job analysis for a customer service representative position? Job analysis helps define the required skills and duties for a position so the right person can be hired for said position. A non-exempt customer service representative position needs to be filled within the company. We need to decide which human characteristics and competencies are necessary to fulfill the duties of a customer service representative. In order to define the job description and specifications, I need to interview and observe our existing customer service representatives to analyze the position s duties and to decide what makes a customer service representative successful in that position. I would pay close attention to the work activities and human behaviors our current representatives display. Performance standards would also be important to ensure quality customer service is being provided. I will use the job analysis to confirm EEO compliance, conduct performance appraisals, analyze compensation and training, and to improve the recruitment process. The job description would surround processing and modifying customer orders and returns, handling customer complaints and disputes in-person, over the phone and/or via e-mail, providing accurate information to customers in regards to information requests about an order or a product, exceeding sales goals and customer service expectations, providing feedback to our organization if there areShow MoreRelatedAssignment 2: Organizational Structure Essay1633 Words   |  7 Pagesanalyze the elements of a job analysis and discuss its significance to the hiring and employee development aspects of human resource management. I will describe the importance of a PAQ, proposing two ways the results can be used to redesign a customer service job for efficiency. 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