Pre-Employment Tests For Customer Service Representatives
Top Skills and Abilities:
- Language Skills
- Active Listening
- Oral Comprehension
- Oral Expression
- Interacting with Computers
Top 3 Tasks:
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Overview
Acting as a liaison between a company and the public, customer service representatives require a unique combination of interpersonal skills and knowledge of their particular industry in order to be successful. Employees in this field need to handle a high volume of calls, complaints and requests and they also need to be able maintain a positive, upbeat attitude. This field has greatly proliferated in recent years as call centers have returned to the US from overseas. Young people seeking job experience often apply for these positions; employers need to ensure that their enthusiasm is coupled with the professional attitude essential to customer service.
Education
According to the Bureau of Labor Statistics, customer service representatives usually have a high school diploma, though increasing industry demands have led many hiring managers to pursue college graduates. Training is typically done on-site and lasts around two to three weeks depending on the industry and company. The job functions of customer service agents are expected to change as new technology is developed. As social media and live chats become more and more common, hiring managers must consider these factors when evaluating job applicants.
Assessments for Customer Service Representatives
Criteria Corp's pre-employment tests help hiring managers make informed decisions about their customer service applicants. Employers screening candidates for customer service positions typically use the Criteria Basic Skills Test (CBST) to evaluate essential skills such as verbal and communication abilities, attention to detail, basic math proficiency, spelling, grammar, and reading comprehension. Additionally, they may use the Employee Personality Profile (EPP), a personality test designed to assess a candidate’s behavioral profile and suitability for the role of customer service representative.
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Source: U.S. Department of Labor