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Customer Service Representative: Organizational Structure Essay


The presented company is currently doing well due to its ability to offer high-quality services and products to the customers. The customer service department has been focusing on the best initiatives to support the needs of the customers (Adewale & Anthonia, 2013). The current situation indicates that the company is in need of a Customer Service Representative. This discussion outlines the major approaches that can be used to conduct a job analysis and job design for the position of a Customer Service Representative. Evidence-based strategies that can be used to attract and select successful candidates for the position will be described.

Job Analysis

The process of job analysis is done to understand the issues and attributes associated with a given position in a company. A proper job analysis will ensure the human resource (HR) manager is aware of the attributes of the job. The first method for job analysis is using interviews. Suthar, Chakravarthi, and Pradhan (2014) indicate that the approach collects useful data and information about a given position from different stakeholders. The use of interviews presents various benefits to the HR manager. The method is usually simple to undertake, the HR manager will collect adequate information in a timely manner, and it reveals the aspects of the targeted position that might not be captured by the other methods. The disadvantage is that the interviewees might present inadequate or wrong information about the position.

The second approach used is known is observation whereby the HR manager decides to monitor individuals in a similar position. This method will ensure the aspects of the job are clearly understood. The method is beneficial because it presents timely and appropriate information (Suthar et al., 2014). The HR manager will monitor and understand the issues, dexterities, and aspects associated with the Customer Service Representative position. However, the absence of a person in a similar position at the small firm can make the process ineffective.

Questionnaires form the best job analysis procedure. The researcher can prepare and distribute questionnaires to different workers in order to collect information about the position. The analyst will monitor the required aspects of the job using the questionnaire. The method is beneficial because the researcher will select the intended information. The questionnaire will capture useful information such as work output, required resources, and job context (Adewale & Anthonia, 2013). The main disadvantage is that the use of questionnaires can be labor intensive. Additionally, the respondents might go ahead to write wrong information.

The small size of the company explains why observation should be used by the HR manager to understand the attributes of this position. This method is meaningful and appropriate because the manager will observe the demands and needs of different customers. The dexterities required for the targeted individual will also be monitored. The observations will be used to understand the aspects of the intended position (Nalla & Varalaxmi, 2014). The HR manager can complete the process within a short time without incurring numerous costs.

Job Design

The term “job design” refers to the planning and adjustments done in the workplace to maximize employees’ performance. With effective job design, the workers will be equipped with the right resources and support in order to promote performance (Nalla & Varalaxmi, 2014). The small firm has the potential to benefit from these four job design approaches: job enlargement, job engineering, job enrichment, and job rotation.

Job Rotation and Job Enrichment: Challenges

The company can focus on job rotation and job enrichment in order to ensure right candidates who can drive performance are identified and empowered. However, such approaches will present a number of challenges. The use of job rotation will definitely result in disruptions at the workplace. Consequently, the customers will be unable to receive timely services. The second challenge is that the process will be associated with increased costs for empowering and training the targeted employees (Suthar et al., 2014). The use of job enrichment will also present a number of challenges. The first one is that the company will have to incur numerous costs and expenses in order to support the process. The job enrichment process will require a change thereby attracting resistance from some of the workers. This resistance will eventually disrupt performance.

Advantages and Disadvantages

Job rotation is usually used to relocate an employee from position A to B. This practice usually promotes performance by assigning new roles to the workers. The use of rotation can ensure the targeted position is filled without wasting time (Suthar et al., 2014). The employees will be attracted and empowered to complete various tasks. The method is advantageous because it promotes employee empowerment. The workers will be able to realize their career objectives. Training can be done to empower the workers. However, job rotation can result in resistance from the workers. The firm might require numerous costs to train the employees.

Job enrichment is the second method of job design that can support the goals of the firm. The enrichment method used will empower the employees and equip them with the right resources. The workers will become motivated and focus on the targeted goals. Processes such as decision-making and problem-solving will be completed much faster. The HR manager will offer the best resources and guidelines to support the process (Nalla & Varalaxmi, 2014). The enrichment can be strengthened using better salaries and improved working environments. The disadvantage is that the company must incur numerous expenses in order to support the process.

Attracting and Selecting Qualified Applicants

The company should use a powerful plan to attract competent individuals who can ensure quality services are available to the customers. The identification of the best candidates will make it possible for the company to achieve its goals (Adewale & Anthonia, 2013). When the company gets a competent Customer Service Representative, it will be easier to drive organizational performance. These strategies presented below can guide the firm to attract and select the right applicants.

Use of a Powerful Recruitment Strategy

This strategy will be used to identify and recruit the right individual who can take up the role of a Customer Service Representative. The first step will be to identify the required competencies and skills. These competencies will be communicated to the workers at the company. The requirements will also be matched with the information obtained after completing the job analysis successfully (Sun, 2015). The HR manager will use the information to identify the strengths of the potential candidates at the company. When this approach is done, the major approaches to job design will be considered depending on the skills of the workers at the firm.

The use of job rotation, for example, can be considered if there are employees who possess the best competencies for the Customer Service Representative position (Nalla & Varalaxmi, 2014). This strategy is relevant because the HR manager will be aware of the gaps and strengths of the existing employees. The right skills and resources that can be used to empower the employees will be identified. The candidate will then be empowered in order to make the company successful. The potential candidates will be supported throughout the process.

Organizational Culture Strategy

Recruitment and selection processes can attract the right individuals to complete various roles in a company. The use of an organizational culture strategy is not passive in nature. This is the case because it focuses on the best culture that can satisfy the needs of the workers. The firm will use the best approaches to strengthen the values and philosophies associated with the workers. The culture will ensure the needs, expectations, and goals of the employees are supported (Sun, 2015). The major job design approaches will be implemented to equip the workers with new competencies and prepare them for new roles at the company.

When the best culture is developed, the employees will be willing to be part of the company’s business model. Whenever new positions are announced, the firm will find it easier to get the right people who can drive business performance. As the firm plans to hire a Customer Service Representative, the current workers and outsiders will be willing to fill the new position. The leadership embraced by the company will ensure more people are willing to be part of the process. The HR manager will use the right tactics to identify the unique challenges affecting the workers and address them in a timely manner (Suthar et al., 2014). The new workers will be trained and equipped with the right resources in order to support the targeted customers. This strategy for attracting and selecting the right candidates is sustainable and can ensure more people become part of the process.

Measuring Performance

The Customer Service Representative will be expected to continue supporting the firm’s business model. The professionals should be on the frontline to provide timely support to customers and colleagues. In order to ensure the performance of the professional is desirable, several strategies can be used to monitor his or her actions. The first approach that can deliver positive results is that of quality standards. This approach will focus on the quality of services available to the company’s clients. The firm should go further to monitor the motivation and satisfaction of the workers (Sun, 2015). The gaps existing in the workplace will also be revealed.

Random checks can be considered to monitor the level of performance. These checks will mainly focus on the philosophy, action plan, and effectiveness of the qualified candidate (Nalla & Varalaxmi, 2014). The individual’s ability to promote the firm’s business model will also be analyzed. The method will ensure the dexterities of the Customer Service Representative are matched with the needs of the customers.

Client surveys can also be used at the firm. The HR manager can use the method to gather information from different customers and stakeholders. This approach is relevant because the clients will definitely present timely and accurate information regarding the performance of the candidate. A satisfied customer will indicate that the individual is appropriate for the position (Sun, 2015). These measures will be used to identify the existing gaps and service delivery and address them effectively.


Adewale, O., & Anthonia, A. (2013). Impact of organizational culture on human resource practices: A case study of selected Nigerian private universities. Journal of Competitiveness, 5(1), 115-133. doi:10.7441/joc.2013.04.07

Nalla, B., & Varalaxmi, P. (2014). . International Journal of Business and Administration Research Review, 1(2), 63-74.

Sun, L. (2015). , 8(1). 42-45.

Suthar, B., Chakravarthi, L., & Pradhan, S. (2014). , 11(1), 166-181.

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"Customer Service Representative: Organizational Structure." IvyPanda, 14 Sept. 2020, ivypanda.com/essays/customer-service-representative-organizational-structure/.

1. IvyPanda. "Customer Service Representative: Organizational Structure." September 14, 2020. https://ivypanda.com/essays/customer-service-representative-organizational-structure/.


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IvyPanda. 2020. "Customer Service Representative: Organizational Structure." September 14, 2020. https://ivypanda.com/essays/customer-service-representative-organizational-structure/.


IvyPanda. (2020) 'Customer Service Representative: Organizational Structure'. 14 September.

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