Job Task Analysis

Topics: Customer service, Customer, Sales Pages: 2 (534 words) Published: November 14, 2012
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...
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