The compensation plan for the Customer Service Representative is given in two phases namely, the base salary and the benefits package. Both are subject to change with time depending on how the employee’s work impresses the employer and the experience gained. For a start, therefore, the entry-level pay is 12000 US Dollars per annum. However, as time goes by, the pay can be increased up to 20000 US Dollars per annum. An annual review of the salary will be made often accompanied with a pay rise. However, a pay rise beyond the stated range will be at the discretion of the organization’s management.
The benefits package includes bonus plans, health, vision plans and options of safe commuting. The bonus plan involves a token of appreciation given to the Customer Service Representative after a client survey is conducted and their work is exemplary according to a number of clients. The health and well-being package is also provided. On top of the base salary the Customer Service Representative is also provided with additional amount to cater for their health and well-being. It is understood that the Customer Service Representative deals with clients’ problems which are mostly complaints and agitations thus their welfare is considered as long as they are partaking the job. Vision plans are also provided since most of the work for the entitled job involves long hours in the computer. This may cause them to develop eye problems and therefore the organization has to cater for their checkups and vision wear. Safe commuting benefits are given to the employee if the job is done late in the night. The benefits are defined for taxi services, mileage reimbursement and security.
Ethics and Law Issues
The job of the Customer Service Representative has its own technicalities especially due to the fact that they directly deal with customers who expect them to solve their problems without fail. Some customers are rude and discourteous but the Customer Service Representative is expected to maintain high standards of ethics and decorum in service delivery no matter how the client addresses them. It, therefore, begins right from how they communicate to the clients. It is ethical of them to express care and avoid sounding over controlling when communicating with clients. This is because it is the face of the organization and their employer out there and thus they dare not spoil it.
It is, therefore, recommended that regular checks are made during work to identify how the Customer Service Representative deals with the clients. Further, this could be reinforced by regular surveys carried on the clients to access the performance of each Customer Service Representative. Recognition accompanied by rewards could be offered to the best performing Customer Service Representatives to always keep them on toes. This is helpful and can motivate the employees to work hard in their job, maintaining high quality and an adorable face for the organization.
Carlone, D. (2008, April 2). Ethics of Customer Service Work. Communication Currents, pp. 16-17.
Mondy, R. W. (2009). Human Resource Management. Upper Saddle River, New Jersey: Prentice Hall.
National Ethics Association. (2011, December 9). Customer Service Ethics: Beware the Dark Side. Retrieved from ethics.net: http://www.ethics.net/a/beware-the-dark-side-in-customer-service