Employee Performance ReviewGoodwill Industries of LSC

Performance Review – Customer Service Specialist

EmployeeInformation

Employee Name: / Employee ID:
Job Title: / Hire Date:
Department: / Date in Position:
Manager: / Date Review Given:
Salary Adjustment: / Yes / No / Prior Review Date:

Purpose

Our goal is to assist the employee in the performance of his/her duties by presenting a constructive appraisal of his/her strengths and areas needing improvement. Also, it is our desire to develop these strengths by providing as much training as possible in order to achieve greater job satisfaction and performance.

Definitions

4=EXCELLENT: Performance consistently exceeds all job requirements; exceptional knowledge of the work; has expanded all job duties significantly beyond normal job expectations.
3=ABOVE STANDARD: Performance often exceeds some of the job requirements; takes initiative and identifies and suggests improved methods and procedures; anticipates and identifies potential problems.
2=STANDARD: Performance is fully acceptable; each of the job requirements is met in a competent manner; knowledgeable; needs little direct supervision.
1=BELOW STANDARD: Performance is inconsistent; additional skills are needed; needs more direct supervision.
0=UNACCEPTABLE: Performance does not meet many of the basic requirements necessary to perform the job adequately; performance is clearly below job demands; needs constant and direct supervision; improvement is required.
Evaluation
Key Job Function from Job Description / Weight / Rating:
0 - 4 / Weight X Rating / Comments
Provides excellent customer service to all incoming and returning customers by providing information and appropriate level of referral to meet the request. / 20
Ensures proper registration of walk-in customers into tracking systemand providesjob search assistance by: assisting customers in development of resumes and applications and directing customers to both in-house and on-line services available. / 20
Provides administrative support to include: Updating the Job Postings on Monday, Wednesday and Friday, processing outside agency referrals for vouchers for clothing and appropriately addresses all incoming calls and correspondence. / 15
Provides Job Descriptions, EEOC Voluntary Surveys, Customer Service Satisfaction surveys and applications to in-house customers. / 15
Complies with all Agency policies, procedures and safety standards throughout work areas. Maintain the front desk and kiosk to reflect a professional image / 10
Conforms to scheduled work hours and breaks to include following procedures for reporting absences and tardiness. / 10
Dresses in a neat and professional manner consistent with the company uniform policy as stated in the employee handbook.
Total Points / 10
Total Points
Overall Rating
In the box below, select the corresponding rating as it relates to the total points received.
Excellent
350 -400 points / Above Standard
265 –349 points / Standard
105 – 264 points / Below Standard
51 – 104 points / Unacceptable
0 – 50 points
Additional Comments
I have reviewed my job description and agree that it is an accurate reflection of my work expectations. I acknowledge that all areas in my appraisal were discussed with me. I further acknowledge that I have been encouraged to provide any comments I may have about this appraisal in writing to be attached to this appraisal.
______provide comments (see below) ______Not make any further comment
Employee Comments:
Employee’s Strengths: Indicate strengths by using specific examples of work performance.
Areas of Improvement: Indicate areas needing improvement with specific examples of problems that have occurred.
Supervisor Comments:
Employee Training Needs Self-Assessment (To be completed by the employee)
PURPOSE: It is our desire to develop your strengths to achieve greater job satisfaction and performance. In order to help you do this, we need to know what training opportunities you think would assist you achieving them.
I think the training opportunities listed below would help me in developing my strengths:
Goals, Objectives and Training Programs
Goals, Objectives and Training Programs
Identify specific developmental activities and future training opportunities that will capitalize on strengths and/or strengthen areas needing improvement. Indicate a target date for completion of future training and development activities.
Goal #1 / Completion Date:
Goal #2 / Completion Date:

Verification of Review

By signing this form, you confirm that you have discussed this review in detail with your supervisor. Signing this form does not necessarily indicate that you agree with this evaluation.
I, acknowledge receipt of review, and my signature does not necessarily indicate agreement.
Employee Signature / Date
Manager Signature / Date

Developed by: C Scarborough Confidential and Proprietary to Goodwill Industries of LSC Rev: 01/28/10/00

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