The skills are need for this job?What are the

The job I selected to do the job analysis on is a
Customer Service Representative.   I work
closely with them on some of their job duties so I understand their tasks and
duties.   At work we have what is called
a day in the life, it’s where you have the opportunity to job shadow someone
for the day.  I job shadowed a CSR; this
will also help me with understand what aspects are needed for the job.   To get a complete and accurate job
description I first needed to interview the Customer Care Supervisor and the
Human Resource Manager to find out exactly what their needs are.  I am using the interview and questionnaire
method for the job analysis.  I put
together a list of questions to ask to each of the managers, they were
interviewed together.  This was the area
that Ms. Madson was concerned with because she uses it to evaluate the
applications that come in.  She uses the
job description and does  a comparison
with the applications to see how qualification and applicant has.  She uses a point system when reviewing
applications to decide who will be interviewed.

I
interviewed both the, Customer Care Supervisor and the Human Resource Manager,
at the same time.  The Customer Care
Supervisor gave most of the input for the duties and responsibilities. I asked
the following questions regarding the position.

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 What is the job being performed, position
summary?What
are the duties and responsibilities of this job?What
qualifications for education and skills are need for this job?What
are the working conditions of this job?What
are the job’s physical demands?What
are the competencies?

 

Job summary:

Performs customer service
duties of average complexity.  Needs to
have knowledge of billing related processes. 
Must accurately and efficiently respond to customer inquiries and
complaints.  Is responsible for all
monies received and paid out of register, balances daily.  Responsible for the set-up and maintenance of
customer information in the computer system. 
Performs collection processes as needed. 
Customer interaction must place a high priority on customer satisfaction. 

Duties and
responsibilities of job:

Answering incoming calls,
routing calls to appropriate person. 
Greeting customers, vendors and visitors when they enter the lobby.  Communicate with customer inquiries and
complaints in a positive manner.  Assist
customer with questions on their billing. 
Receive cash and payments from customers and input payments into billing
system, balance register daily. 
Processes termination notices, disconnect orders, NSF returns, and deposit
refunds.  Work with customers on payment
agreements, new/transfer customer applications and move orders. Performs
billing adjustments, miscellaneous credits/debits to customer accounts.  Review and determine methods to accomplish
tasks in a more efficient manner. 
Recommend and implement changes that will increase customer
satisfaction.  Maintain and clean and
safe work environment.   

Competencies:

Attention to detail,
performs tasks accurately and in an efficient and timely manner.  Enters account data quickly and
accurately.  Adaptability, Adapts to
change in the work environment and manages competing demands.  Communication, Listens and responds
appropriately to internal and external costumers.  Written material is concise, grammatically correct
and understandable.  Team work, most be a
team player.  Works with other to
accomplish organization goals.  Results,
continues to seek to improve work results.

Safety, committed to
safety by following company safety rules and guidelines. 

Education:  Associate Degree in Business or related field
is required.  Experience:  Two year’s experience in a customer service
or call center environment.  Language
skills: Read and interpret billing documents, operating and procedure
manuals.  Reasoning ability:  Recognize and define problems, establish
facts and draw valid conclusions.  Mathematical
skills:  Calculate figures and
amounts such as discounts, interest, percentages and square feet.  Computer skills:  Proficient in Microsoft excel, work and outlook.

Physical requirement and
Working Conditions:

While performing the
duties of this job, the employee is required to sit for more than 2/3 of the
work day.  The work completed for this
job is done indoors.

Qualifications:

Education:  Associate Degree in Business or related field
is required.  Experience:  Two year’s experience in a customer service
or call center environment.  Language
skills: Read and interpret billing documents, operating and procedure
manuals.  Reasoning ability:  Recognize and define problems, establish
facts and draw valid conclusions.  Mathematical
skills:  Calculate figures and
amounts such as discounts, interest, percentages and square feet.  Computer skills:  Proficient in Microsoft excel, work and
outlook.

 

 

Physical requirement and
Working Conditions:

While performing the
duties of this job, the employee is required to sit for more than 2/3 of the
work day.  The work completed for this
job is done indoors.

An accurate performance
appraisal requires information about how well an employee is performing in
order to reward employees who perform well and to improve their performance if
it is below standard.  Job analysis helps
in identifying the behaviors and the results associated with effective
performance.

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