The scope of this paper will analyze three basic elements of job analysis, in addition it will discuss the significance of analysis in employee hiring and development as aspects of human resource management. The paper will go on to discuss a description of the importance of the position analysis questionnaire otherwise known as PAQ. We will propose two ways that the results of the Position Analysis Questionnaire can be used for work redesign of a customer service position in order to make it more efficient and to improve quality. This paper will go on to develop two strategies that a human resource professional can use in the selection of a qualified applicant for a customer service position based on the Fleishman Job analysis system. The paper will closely consider the job of a customer service representative who handles consumer inquiries for a company that sells items online and catalog. Then examine two challenges of designing this job for efficiency, and two suggestions for how the job can be redesigned to make it more efficient. Finally there will be a proposal of three ways the human resource manager can use the information obtained from a job analysis to measure the performance of the customer service representatives.