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).
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: