Handy Checklist for Hiring and Onboarding Customer Service Reps

I recently wrote a piece for Monster on Killer Customer Service: The Key to Surviving in this Tumultuous Economy. Here’s a handy checklist you can use for onboarding the superstars  you’ll be hiring, so that you can accelerate their assimilation into the organization.

Checklist to help you effectively hire and onboard customer service employees.

Hiring

____Write or update job description

____Define the traits the ideal customer service representative should possess

____Decide who will be involved in interviewing process

____Train all participants in behaviorial-based interviewing

____Create job posting

____Share job posting with your employees and your network____Post opening on job board

____Screen resumes

____Conduct phone interviews

____Conduct face-to-face interviews

____Send “no thank you” letters to those who are no longer in consideration

____Conduct second round of interviews

____Invite candidates to spend time observing work environment

____ Check references and drug testing (if applicable)

____Present verbal job offer

____Upon acceptance, follow up with offer letter

 

Onboarding

Prepare for arrival

____Gather and send materials (e.g., manuals, new hire paperwork, welcome note from supervisor, etc.) to employee prior to first day of work

____Establish start date

____Arrange training for new employee

____Prepare work space for new hire including phone, computer, log-in information

____Order business cards and nameplate

____Assign buddy to work with new hire during onboarding period

____Arrange for supervisor or buddy to provide tour of workplace on first day of employment and to accompany new hire to lunch

 

Make it a great first day

____Place a welcome note on the new employee’s desk along with a company memento

____Send out introduction memo/e-mail to staff

____Review new hire paperwork with employee

____Review work schedule, time keeping, pay schedule and overtime policy

____Discuss procedures for scheduling time off and unexpected absences____Introduce new employee to co-workers, managers and senior leaders

____Provide tour of the facility

____Provide contact list of office personnel

____Review org chart

____Review job description and performance expectations

____Begin training

____Check in at end of the day to see how first day went and to answer any questions

 

Cultivating the relationship (first 90 days)

____Review the company mission and departmental goals and objectives

____Review performance appraisal process

____Provide meaningful work for the new employee and confirm the work assigned is understood

____ Give timely and constructive feedback on newly assigned work

____Provide additional training where necessary

____ Solicit feedback from the employee and adjust daily workload accordingly

____Check in on a regular basis with the employee to see how they are doing

____Continue to introduce new hire to staff from other departments and key stakeholders

 

© 2011 Human Resource Solutions. All rights reserved.

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Finding the right talent is hard. Finding the right talent that will prosper and stay is even harder when you do it alone.

Subscribe to Roberta's Talent Maximizer® and receive weekly insights to help you hire and retain top performers. PLUS receive The Evergreen Talent® Workbook for free - a guide to help you hire and cultivate a sustainable workforce.

Finding the right talent is hard. Finding the right talent that will prosper and stay is even harder when you do it alone.

Subscribe to Roberta's Talent Maximizer® and receive weekly insights to help you hire and retain top performers. PLUS receive The Evergreen Talent® Workbook for free - a guide to help you hire and cultivate a sustainable workforce.

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