“The Customer Service Agent” Job Description

Through the Wall Street Journal Article “The Customer Service Agent” by Alex Frangos, you are provided with information on a day in the work life of Bill Ryan, a customer-service agent, who works for, an online marketplace owned by eBay. Based on this information, you will have an opportunity to gain “hands-on” experience with some of the key components of job analysis by writing a job description.

Learning Objective


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Demonstrate how to apply some of the key techniques of job analysis by analyzing the work activities of Bill Ryan and translate the analysis into a job description.

Information helpful for you to prepare the job description


1. Does the day diary include sufficient information?

Overall, Mr. Ryan’s day dairy scenario provides adequate information required to develop the key components of a job description, especially for a classroom activity.

2. Specific information in the article that you may find especially useful in creating the job description, include (but are certainly not limited to:

· The introduction prior to the day dairy that contains information about, an overview of how the company’s business operates, a summary of the job duties of the customer-service agent (CSA), and a discussion of the importance of the role of the CSA to the success of the company

· Information in the 8 am entry (describes ambience of work environment and changes in Mr. Ryan’s work responsibilities over the past year)

· Information in the 8:15 am entry (describes the actual steps Mr. Ryan follows in responding to user’s e-mail)

· Information in the 9:50 am entry (provides additional information from other employees related to the CSA job)

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