After reviewing the job postings for entry level customer service in a call center for companies such as Verizon Wireless, Adecco, and NCO, despite them being different industries there were several common tasks and behavioral objectives contained within the the job descriptions and list of duties. They included the ability to respond to customer inquiries, handle and resolve customers complaints, having excellent written, oral, and interpersonal skills.
Also included was the need to possess computer skills, ability to research and negotiate, while being flexible and able to multi-task. Managers must decide what skills their potential employees/current employees need to possess/learn prior to hiring or placing them in a job in order to ensure their success The foundation for successful training and development comes as a result of careful analysis. To determine which tasks an employee needs to undertake and the standards of performance a manager has to carry out a job or task analysis.
The ultimate purpose of conducting a job/task analysis is to hire/produce a properly trained employee or potential employee. JOB DESCRIPTION JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE LOCATION: 1 REID PL, ATLANTA, GA SCHEDULE: FULL TIME GENERAL PURPOSE: Answer incoming calls from Reid Wireless customers relative to billing, products, to handle complaints, trouble shoot problems, and provide information and answer questions relative to Reid Wireless services.
TASKS AND RESPONSIBILITIES: Answering calls professionally, while listening and responding appropriately in all interactions with consumer customers, working to establish rapport with customers while performing the full range of customer service and technical support issues research required information using available tools and resources Take accountability for and resolves all customers issues and ensures impending solutions are effectively followed up on with customers Respond to customers inquiries
Ability to understand Reid Wireless products and services. Maintain records of interactions, orders, and accounts Ability to multi-task and possesses good technical skills Obtain and enter customer information. Supply through customer service, maintain positive customer relations, and work efficiently QUALIFICATIONS: Minimum High School Diploma but Associates Degree preferred Previous customer service and sales experience preferred
Excellent interpersonal, written, and oral communication skills Flexible schedule availability (including evenings and weekends) required Ability to work well in a dynamic, fast changing environment that requires a high degree of multi-tasking Effective negotiation skills required Proficient personal computer skills The organizational situation that would benefit from this job type would be the customer service department of a wireless company in that this job posting is for frontline employees in order to drive customer loyalty, increase revenue potential, and overall impacting the customer experience.
In order to support this job and its corresponding tasks I have identified opportunities for appropriate training, for training would include a curriculum centered around the wireless companies operating systems, policies, and culture with continuous training around new products and services as they become available due to the wireless industry being an ever changing environment.
A job/task analysis is beneficial from the aspect in that it clarifies employer expectations for employees, while enabling the organization to structure and mange roles in a uniform way, thus increasing efficiency and effectiveness of recruitment, training, and development, organizational structure, customer service, work flow and activities.