Job Task Analysis -- Customer Service Job Essay

Job Task Analysis -- Customer Service

Job Task Analysis Customer Service

Position

Customer Service

Location: Corporate Office

shifts, 8-5, 4-12

Sat/Sun -- 9am-6pm

Full Time

Hourly (Entry 10.00/hour, range to $14.80/hour)

Position Objective

Call Center Agent

Preparation / Prerequisites

High School Diploma or Equivalent

Excellent Interpersonal Skills

Working Knowledge of Basic Computer Operations and MS Word and Excel

Must pass a background and drug screen

Organizational Skills

Ability to Multi-Task effectively

Clear speaking voice and good command of English

Flexible Schedule

Negotiating Skills

Typing skills of 25-30 wpm or greater

One year experience in Customer Service or Sales

Ability to problem solve and find win-win solutions

Pleasant "can-do" attitude

Excellent listening and empathy skills

Responsibilities

Work in a call center environment

Maintain customer service targets

Sales and Sales support

Consistently meets established guidelines

Effectively communicates with customers, coworkers and managers

Demonstrates accuracy and thoroughness to Quality Programs

Ability to service overflow calls from sales or support

Basic Duties

Respond to customer calls of all natures

Provide customers with product and service information

Log calls for follow up or advanced technical support as needed

Process orders, forms, applications

Identify and escalate customer issues

Handle billing concerns

Hours

Shift 1 -- 8am -5pm

Shift 2-4pm = 12am

Benefits

After 90 days elgible

401K, Pension

Employee rates

Evaluation

90 day training overview

6 and 12-month review

(Sources: Jackson, 2010; Wolfe, et.al., 1991).

Framework of Customer Service Position -- Basic premise is clients, co-workers and management are all part of a stakeholder system.

Analysis and Comparison -- All of the listed customer service jobs required that the applicant be 18 years old with a High School Diploma or equivalent. There was a clear commonality in the type of person wanted for this general position: outgoing, friendly, good listener, empathetic, ability to problem solve, flexible, and motivated. Salaries are above minimum wage, but low for major urban…