Job Description for Customer Service

873 Words4 Pages
A job description allows the organization to establish parameters for a role and serves as a communication tool between the employer and the employee to ensure clear understanding of expectations. According to Rue and Byars (2010, a job description is a “written statement that identifies the tasks, duties, activities, and performance results required in a particular job” (p.195). The first area a job description addresses is the key components and the purpose of the position within the organization (Rue & Byars, 2010). The second area of the description lists the functionality required of the role by explaining duties and responsibilities (Rue & Byars, 2010). The third part defines the position’s hierarchy within the organization (Rue & Byars, 2010). The fourth and final category defines the qualifications of the position (Rue & Byars, 2010). The following is a sample job description created for a Customer Service Call Center Supervisor: Position Summary Responsible for developing, and directing the Call Center department to efficiently and effectively meet the needs of the customer. Key features and company accountabilities include: • Activities that lead to operational and financial success of the organization. • Maintenance of licensure and regulatory compliance with all applicable agencies. • Department compliance with Occupational Safety and Health Administration (OSHA) standards. Duties and Responsibilities • Recruitment and retention of employees. Conducts performance evaluations. • Facilitation, participation and development of training plans. • Participates in groups to develop and implement processes, procedures, and programs to improve operations and service. • Meets the company’s objectives and strategic ... ... middle of paper ... ... conclusion, the criteria in the job description that helps define a good supervisor is mainly in the duties and responsibilities and the qualifications sections. The duties and responsibilities shows the organizational and personal requirements that the person must possess. The qualifications section demonstrates whether someone may or may not be right for a supervisor. Candidates who read this section, understand that they do not qualify and still apply, clearly do not demonstrate good decision making. Candidates who do not qualify but strive to meet the requirements in the future, show a tendency towards becoming a good supervisor. Works Cited Bohlander, G. & Snell, S. (2010). Managing human resources. (14th ed.). Mason, Ohio: South- Western. Rue, L., Byars, L. (2010). Supervision: Key link to productivity. (10th ed.). New York, NY: McGraw-Hill/Irwin
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