Job Applications Question

Assessment Traits

A job analysis is the process used to identify the tasks required by a job and the knowledge, skills, and abilities to perform them. It also includes the tools used and the work environment. In this assignment, you will conduct a job analysis of your present job. You will use O*NET (onetonline.org) as one source of information and the expertise that you have acquired being in the job as a second source.

My job; Currently, Ms. Devon serves as the Logistics Supervisor at FlexiVan in Scottsdale, AZ, where she leverages her expertise in fleet management and system logic to optimize processes and drive employee development. Her team’s 100% pass rate on training assessments demonstrates her commitment to excellence.

Job description: Customer Support Rep Supervisor

The Customer Support Representative (CSR) is the primary point of contact for customer service inquiries as the account manager. The CSR’s job is to assist the customer in a professional, cordial, and effective manner, to assess the situation quickly and work to resolve it fully. The CSR will capture all the relevant data points in the designated CRM system facilitating efficient handling, monitoring and management of customer issues. The CSR will serve as a customer advocate with a focus on delivering positive results for customers. CSR Ownership commences from when the initial inquiry is received and continues until completely resolved to the customer’s satisfaction. The CSR will demonstrate the ability to solve customer problems, promote processes, technology, and system improvements that enhance the customer experience, and establish excellent relationships with customers. All these efforts aim to reduce complexity for our customers and build customer satisfaction.

Scottsdale, Arizona (4 days in office and 1-day work from home)

Primary Responsibilities

As Account Manager, respond to incoming calls from customers in a timely, professional, and courteous fashion including but not limited to:

Account registration

Billing disputes

Status inquiries

Movement discrepancies

Chassis return locations

Over the Road Service

Problem Resolution with the Depots, Off Dock CY’s, and Service Centers to Assist Customer/Motor Carrier

Booking Management

Create Bookings

Approve Bookings

Update & Modify Bookings

Cancel Bookings

Monitor Customer Email Box

Onboarding of New Customers (Salesforce)

Offer Registration Assistance to Customers with the UIIA, AIM360, MyflexiVan, and ChassisNow.

Upon receipt of the New Contract Email from Salesforce Customer Support Performs the following:

Verify inventory availability with Operations & Service Centers

Review the customers’ current chassis usage (do they currently have chassis out on lease)

Initiate customer contact (phone & Email)

Review with customers any chassis they may have in their possession and ask if they want to convert it to their new lease

Reconcile the chassis usage with the contract/tariff

Update CAMS with any current chassis in their possession, and convert them to new Term Contract

Coordinates pick up of remaining chassis with customer and Operations

Register customer with AIM360 if they are not already a current user

Ensure all Geo-Fence requests have been completed

Schedule AIM360 training with the customer

Provide AIM360 training to customers

Expedite chassis deliveries until such a time all chassis have been fulfilled for new contract

Review and update Inventory by Region

Generate Sales Leads to Commercial via Salesforce Chatter

Street Turn Request from Motor Carrier (AIM360)

Out of Network – Reconcile Dedicated Accounts Motor Carrier Transactions

Send Daily Shift Turn Over Report (day/night)

Other duties as assigned

Key Performance Indicators

Answer incoming calls within 3 rings

Average call duration from time call is answered, until time call disconnects (TBD)

First email inquiry resolution How many times does a customer have to call for resolution

Number of bookings created by CS vs online via AIM360

Survey details TBD

Key Skill Set and Competencies

Strong Communication skills verbal and written

Strong capability to build positive customer relationships

Listening skills

Proactive Problem and analysis & problem-solving

Data collection and computer input

Ability to excel in a fast paced and dynamic work environment

Must be detail-oriented, accurate, and inquisitive

Must be able to multi-task and work independently as well as contribute to the overall success of the team

Must have knowledge of the geographic locations within the United States

Education and Experience

BA college degree preferred

5+ years’ experience working in a customer-facing role with demonstrated understanding of customer focus and customer satisfaction

Knowledge of customer service principles and practices as a disciplined preferred

Transportation/Equipment knowledge preferred

Computer Skills

Proficient with Microsoft Word, Excel, and Outlook

Experience in CRM like tools

Proficient with web-based applications

Basic knowledge of operating systems

Travel Requirements

Minimal and as required

General Requirements

Use the following information to ensure successful completion of the assignment:

• This assignment uses a RUBRIC. Please review the rubric prior to beginning the assignment to become familiar with the expectations for successful completion.

• Use the Proquest Dissertations and Theses @ Grand Canyon University link located on the database page at GCU Library to research/explore other GCU learner dissertations that have a topic similar to the one you have chosen.

• Review the “10 Key Strategic Points” template, located in the DC Network.

• Doctoral learners are required to use APA style for their writing assignments. Refer to the Publication Manual of the American Psychological Association for specific guidelines related to doctoral-level writing. The manual contains essential information on manuscript structure and content, clear and concise writing, and academic grammar and usage.
  

• Use academic sources, including peer-reviewed journal articles, scholarly books, government reports, and other instructor-approved texts.

• Include a minimum of five scholarly topic-relevant sources (majority of articles should be published within past 5 years).

• You are required to submit this assignment to LopesWrite. A link to the LopesWrite technical support articles is located in Class Resources if you need assistance.

Directions:

Use O*NET and your own experience to write a paper of 2,100 to 2,250 words containing the following:

1. Executive summary. This should be a half-page summary that includes a description of the job, the business it is in, the process used for the analysis, the results, and how the content may be used.

1. Description of the job. In one or two sentences, describe the job and the business that it is in. State the job title.

1. Description of the process that was used. This should discuss how O*NET and your own experience were used to develop the tasks and KSAs (knowledge, skills, and abilities).

1. Task inventory. Provide a list of the tasks. They should begin with an action verb and include what is done to whom or what and how and why it is done.

1. KSA list. Provide a list of the knowledge of, skills in, and abilities that are required.

1. Job analysis content use. Describe how specific tasks and KSAs can be used for selection, training, and performance appraisal.

WRITE MY PAPER