| |
The
Job Description
The Job Description
begins with the Title section – the basic information needed about the
job; A Summary of the Position -- The Minimum Background, Experience, and
Requirements of the job -- and the Basic Duties and Tasks of the job.
|
Title:
|
Customer Service
Representative |
Date:
|
9/1/2005 |
|
Department:
|
Customer Service
|
Grade
: |
1 |
|
Supervisor:
|
Manager
|
Status
: |
Non-Exempt |
|
Supervises: |
None |
|
|
Summary of the Position
|
|
A1. Takes orders
from customers |
|
|
A2. Enters data
into the computer system |
|
|
A3. Supports
customer relations by solving problems, issues and concerns |
|
|
A4. Answers
telephones |
Minimum
Background, Experience and Requirements
|
|
A1. High school
graduate with a continuing record of learning |
|
|
A2. Excellent
communications skills both oral and written |
|
|
A3. Able to
read, write, and speak English with reasonable proficiency to our
customers, vendors, and employees - Spanish language skills a plus |
|
|
A4. Experience
in a service business |
|
|
A5. Experience
with a computer particularly Microsoft Office |
|
|
A6. Available in
terms of time and scheduling |
|
|
A7. Reliable,
good work ethic, high integrity, and drug free (abuse of illegal and
legal drugs) |
|
|
A8. Clean
presentable appearance |
The Job Description
continues with the basic tasks and the measurements for each task. It
must be clear, not only what the task is, but also how each task is
suppose to be performed – the standards that are required to do the job
in the proper manner.
|
Task |
Measurement |
|
A3. Answering
the telephone |
All phones
should be answered no later than 3 rings; Welcome the caller using
the 5 Steps for Friendliness and Great Customer Service; Say, "Good
Morning/Afternoon. This is (Mary). How may I help you?"; Ask for the
customer's name and the nature of the call; Transfer the call to the
appropriate person who handles that account or to another
department, manager, or salesperson as appropriate; Put the person
on hold when transferring call; Call the extension to determine if
the person is able to take the call at this time; Then provide
option for voice mail or to take a message; Take a message if
required; Put on the message sheet the person to whom the message is
addressed, name of the person calling, company, telephone number,
and brief summary of what they are requesting |
The Position Behaviors
are a critical component of any job. It is not only important to know
what to do, but it is also critical to clear identify how the person is
to act and behave on the job. These expectations are identified in this
section.
Position
Behaviors
|
|
A1.
COMMUNICATIONS - Listens to others: Solicits ideas, suggestions and
opinions from others; Creates a comfortable climate for airing
concerns; Listens to all points of view with and open mind; Listens
carefully without interrupting; Summarizes input, then checks for
understanding |
|
|
A2.
RELATIONSHIPS- Builds personal relationships: Shows consideration
for the feelings of others; Shows absence of prejudicial and
stereotypic thinking in words and actions; Delivers criticism
tactfully and constructively; Maintains composure in high-pressure
situations |
|
|
A3.ADAPTABILITY
- Adjusts to circumstances: Is flexible in dealing with people with
diverse work styles; Is comfortable in a variety of environments;
Reacts constructively to setbacks; Anticipates and plans for
changing situations |
Every job uses various
tools and equipment in the course of performing the tasks. These are
identified in this section. In addition, the knowledge and skills that
must be learned in order to perform in a proficient manner should be
identified in this section as well.
Tools and
Equipment Required
|
|
A1. Computers |
|
|
A2. Copiers |
|
|
A3. Fax machines |
|
|
A4. Telephone |
Knowledge and
Skills Required
|
|
A1. 5 Steps to
Friendliness and Great Customer Service |
|
|
A2. Knowledge of
company policies and procedures |
|
|
A3. Computer
skills including Microsoft Office |
|
|
A4. Telephone
communication skills |
Who are the customers
of this position? Which individuals will interact with the person
performing this job? There are both internal and external customers. The
customers of the position have certain expectations and what they
require. They measure success by their own values and standards. These
standards are intended to be shown here. The internal customers are
also identified here. These are the people who will be interacting with
the person in this job. They have expectations and their own
measurements of what constitutes success from their eyes.
|
External Customers |
Expectations and Measurement of Success |
|
Priority |
|
|
A1. Customers
and clients |
Service provided
when customers expect; Treated with respect; Attentive to their
wishes; Willing to go the extra mile to achieve satisfaction;
Equipment operated in a safe professional manner; Neat appearance,
clean and presentable at all; Aware of surroundings; customer
friendly to each person; Follows the policies and procedures of the
customer when in customer’s location; |
|
Internal Customers |
Expectations and Measurement of Success |
|
Priority |
|
|
A1. Office
staff, Management, fellow employees |
Numbers provided
on time and accurately; Treated honestly and with respect;
Information provided on time and accurately; Cooperative team
spirit; sharing information to improve the entire operation of the
company; Responsive to calls and requests; |
Finally, the job
description ends with general comments about the job and its
relationship within the company. Each position is important to the
success of the total organization. Its importance and relevance to the
success of the company is written hear so that the individual has a
better understanding of where they fit.
Comments
|
|
The Customer
Service Representative (CSR) is one of the most significant jobs in
the company. This person provides the heart and soul that our
customers feel about our service. The interaction and perception
that the client has of us is, in large part, based on the manner
that the CSR handles the relationship. Although it can be very
difficult at times, how the CSR does his or her job determines
whether the customer will come back. Employee commitment to great
customer service is achieved when you are totally focused on meeting
the customer’s needs and exceeding their expectations. We need to
treat each individual like a guest in our home… with courtesy,
friendliness, and the respect that they deserve. |
Next Step in the
Process is the Learning Checklist (LCL) >>
|
