Question: The Customer Service Agent As discussed in this chapter, one of the ways to collect information about jobs is to get employees to keep a
The Customer Service Agent
As discussed in this chapter, one of the ways to collect information about jobs is to get employees to keep a diary. There is an article in the Wall Street Journal about what a regular work day looks like for Bill Ryan, a customer service agent for an on online marketplace owned by eBay called Half.com. The article is called "The Customer-Service Agent: When You're the Public Face of e-commerce, You Have the Power to Make or Break a Business" by Alex Frangos, which was published in the Wall Street Journal on July 16, 2001. Most of us should be able to access the article through our respective university library databases. Read the article and then write a job description for the job of a customer service agent at Half.com. Use the exhibits in this chapter to guide you in deciding what information in the story is relevant for job analysis.
Does the day diary include sufficient information?
Identify the specific information in the article that you found useful.
What additional information do you require? How would the information help you?
Do you think the work of a customer service agent will be significantly different today?
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