Selection: Job Analysis - Telephone Customer Service Representative
Job analysis is a concept used to develop a comprehensive description of a position that includes the job responsibilities and tasks performed, the tools utilized to perform those duties and the job 's environment and working conditions. The information gathered can then be used to determine the knowledge, skills and abilities necessary to effectively carry out those activities (Dessler, 2005). It is also aids in identifying specific characteristics, personality traits and behaviors that have a significant impact on successfully fulfilling the job requirements.
Job Analysis Method
The success of a Telephone Customer Service Representative is largely dependent upon the employee possessing many intangible qualities. For this reason, the development of a selection process for this position must begin with a job analysis method that not only examines the technical skills and knowledge aspect of the job, but also puts a focus on employee behaviors. The data collected through the use of the critical incidents method of job analysis represents primary examples of on-the-job behavior (State of Colorado, 2002) and tasks. Examining instances of outstanding work quality as well as occurrences of inadequate performance will help to pinpoint which tasks are crucial to satisfactory job performance, and which are not (HR-Guide.com, 2001).
Job Description
Summary. The Telephone Customer Service Representative will report to the Customer Service Manager and is responsible for interacting with customers via telephone to provide information in response to inquiries about products and services and to handle and resolve complaints (O*Net Online, 2004). In addition, this position is responsible for identifying customer needs and recommending the appropriate product or service and soliciting new sales opportunities (O*Net Online, 2004).
Primary Responsibilities. The primary responsibilities of the Telephone Customer Service Representative are as follows:
-Answer incoming telephone
Job Analysis Method
The success of a Telephone Customer Service Representative is largely dependent upon the employee possessing many intangible qualities. For this reason, the development of a selection process for this position must begin with a job analysis method that not only examines the technical skills and knowledge aspect of the job, but also puts a focus on employee behaviors. The data collected through the use of the critical incidents method of job analysis represents primary examples of on-the-job behavior (State of Colorado, 2002) and tasks. Examining instances of outstanding work quality as well as occurrences of inadequate performance will help to pinpoint which tasks are crucial to satisfactory job performance, and which are not (HR-Guide.com, 2001).
Job Description
Summary. The Telephone Customer Service Representative will report to the Customer Service Manager and is responsible for interacting with customers via telephone to provide information in response to inquiries about products and services and to handle and resolve complaints (O*Net Online, 2004). In addition, this position is responsible for identifying customer needs and recommending the appropriate product or service and soliciting new sales opportunities (O*Net Online, 2004).
Primary Responsibilities. The primary responsibilities of the Telephone Customer Service Representative are as follows:
-Answer incoming telephone
References: Dessler, G. (2005). Human resource management (10th ed.). Upper Saddle River, NJ: Pearson Publishing. HR-Guide.com. (2001). HR guide to the internet: Job analysis. Retrieved August 31, 2006 from http://www.hr-guide.com/data/G022.htm. O *Net Online. (2004). Customer service representatives. Retrieved August 29, 2006 from http://online.ontcenter.org/link/summary/43-4051.00. State of Colorado Division of Human Resources. (2002). Job analysis. Retrieved August 31, 2006 from http://www.colorado.gov/dpa/dhr/select/docs/jobanal.pdf.