Assessment Template For Customer Service Representatives
Customer Service Representatives
Hiring success rate
68% hiring better
Test Used
11187 times
Popular Job Roles
Occupation-Specific
Technology Skills
Customer relationship management CRM software
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.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
Technology Skills
Customer relationship management CRM software
Blackbaud The Raiser's Edge, Salesforce software, Salesforce.com Salesforce CRM, Telemation e-CRM
Data base user interface and query software
Airtable, Database software, Oracle software, Yardi software
Enterprise resource planning ERP software
Microsoft Dynamics GP, NetSuite ERP, Oracle JD Edwards EnterpriseOne, Oracle PeopleSoft
Medical software
Healthcare common procedure coding system HCPCS, Medical condition coding software, Medical procedure coding software, MEDITECH software
Electronic mail software
Astute Solutions PowerCenter, IBM Notes, Microsoft Exchange, Microsoft Outlook
Worker Requirements
Technology Skills
Customer relationship management CRM software
Skills
Active Listening
Knowledge
Customer and Personal Service
Skills
Active Listening
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Service Orientation
Actively looking for ways to help people.
Speaking
Talking to others to convey information effectively.
Reading Comprehension
Understanding written sentences and paragraphs in work-related documents.
Critical Thinking
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Knowledge
Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Administration and Management
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Sales and Marketing
Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Mathematics
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Worker Characteristics
Technology Skills
Customer relationship management CRM software
Skills
Active Listening
Knowledge
Customer and Personal Service
Abilities
Oral Comprehension
Interests
Enterprising
Work Values
Relationships
Work Styles
Dependability
Abilities
Oral Comprehension
The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression
The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity
The ability to speak clearly so others can understand you.
Speech Recognition
The ability to identify and understand the speech of another person.
Problem Sensitivity
The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
Interests
Enterprising
Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Social
Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
Conventional
Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
Work Values
Relationships
Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
Support
Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
Independence
Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Work Styles
Dependability
Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Attention to Detail
Job requires being careful about detail and thorough in completing work tasks.
Self-Control
Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Stress Tolerance
Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
Integrity
Job requires being honest and ethical.
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