review a job decription for a Customer Service Representative position. Then, review the following three resumes of fictitious customer service representatives.
Mishka Prakash
Lily Wright
Michael Williams
In the Module 3 SLP assignment, as the HR Generalist at your current employer, you need to fill a vacant Customer Service Representative (CSR) position. Assume you have already posted the job in-house and had no current employees apply for the position. You then placed an advertisement of the job opening on Monster.com and Indeed.com. You reviewed the many resumes received since then and have narrowed your selection down to three possible candidates: Mishka Prakash, Lily Wright, and Michael Williams.
In your 3-page essay, address the four parts of the assignment:
1. Develop a list of critical skills, behaviors, and attitudes necessary for the right person to achieve success in this CSR position.
2. Review the three resumes and discuss why each was selected as a finalist for the position of Customer Service Representative. In other words, define the strengths and weaknesses of each candidate. Then, answer the question about how each candidate
Listen
https://tlc.trident.edu/content/enforced/207610-HRM401-2024JAN08FT-1/Customer%20Service%20Representative%20State%20of%20Texas%20job%20description-FS-85980-1.pdf?isCourseFile=true&ou=207610
https://tlc.trident.edu/content/enforced/207610-HRM401-2024JAN08FT-1/Customer%20Service%20Representative%20State%20of%20Texas%20job%20description-FS-85980-1.pdf?isCourseFile=true&ou=207610
https://tlc.trident.edu/content/enforced/207610-HRM401-2024JAN08FT-1/Mishka%20Prakash%20sample%20resume.pdf?ou=207610
https://tlc.trident.edu/content/enforced/207610-HRM401-2024JAN08FT-1/Lily%20Wright%20sample%20resume.pdf?ou=207610
https://tlc.trident.edu/content/enforced/207610-HRM401-2024JAN08FT-1/Michael%20Williams%20sample%20resume.pdf?ou=207610
https://app.readspeaker.com/cgi-bin/rsent?customerid=8725&url=https%3A%2F%2Ftlc.trident.edu%2Fcontent%2Fenforced%2F207610-HRM401-2024JAN08FT-1%2FModules%2FModule3%2FMod3SLP.html&lang=en_us&readid=d2l_read_element_1
2/6/24, 9:58 PM SLP – HRM401 Staffing Organizations (2024JAN08FT-1)
https://tlc.trident.edu/d2l/le/content/207610/viewContent/5194716/View 2/3
matches the list of critical skills, behaviors, and attitudes necessary to achieve success in this position.
3. Is it important to keep in mind the potential customers the new CSR will have frequent face-to-face contact with? Why/why not? Do you need to keep that in mind when making your selection? Why/why not?
4. Which of the three candidates did you select? Why? Why not one of the other two?
Refer to background readings and what you have found in the Trident Online Library. Cite all sources used to help you through these steps. Support your discussion of key concepts in this SLP assignment with at least one reference found in a peer-reviewed journal in the Trident Online Library. In addition, cite any references from the assigned readings.
Your essay submission should be 3 pages, not counting the cover page and reference list page. Use Times New Roman size 12 font; double-space everything, including references, but do not add extra spacing between paragraphs or after headings; and make sure your margins are one inch on all four sides. You can view how the cover page content should appear in the sample paper found in the Purdue OWL APA Formatting and Style Guide. Student papers do not require a running head on any page. In addition, students are not required to include an Abstract. Your paper’s title should be above the first paragraph on page two (there can be no paragraph with the title of “Introduction”). Last, all pages must have a page number in the top-right corner and that is all that is required in the header of your papers.
Citation and reference style instructions are available at https://owl.english.purdue.edu/owl/resource/560/10/.
Also see the Trident guide to APA Style, 7th edition.
You will find the following useful as you critique sources:
Herring, J. E. (2011). Chapter 3: Evaluating websites, Figure 3.1, p. 38. In Improving students’ web use and information literacy: a guide for teachers and teacher librarians. Facet Publishing. Available in the Trident Online Library, EBSCO eBook Collection.
https://owl.english.purdue.edu/owl/resource/560/10/
https://careered.libguides.com/tui/library/apa
2/6/24, 9:58 PM SLP – HRM401 Staffing Organizations (2024JAN08FT-1)
https://tlc.trident.edu/d2l/le/content/207610/viewContent/5194716/View 3/3
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Lack, C. W., & Rousseau, J. (2016). Chapter 4: What is critical thinking? In Critical thinking, science, and pseudoscience: Why we can’t trust our brains. Springer Publishing Company. Available in the Trident Online Library, EBSCO eBook Collection.
Required Material
Videos
Gregg Learning. (2018, August 4). Internal recruiting methods [Video]. https://youtu.be/1dYomsPpPNU. Standard YouTube License.
GreggU. (2019, October 22). Strategy and HR planning [Video]. YouTube. https://youtu.be/yL5fq3zPA4A Standard YouTube license.
Other Required Sources
Armstrong, M., & Tayler, S. (2020). Armstrong’s handbook of human resource management practice (15th ed.). Kogan Page. Available in the Trident Online Library, Skillsoft database.
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