About the job
Customer Service Representative (with Email and Calls)
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
Top activities and tasks for this job:
- 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.
- Getting Information
- Working with Computers
- Communicating with People Outside the Organization
- Communicating with Supervisors, Peers, or Subordinates
- 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.
- Establishing and Maintaining Interpersonal Relationships
About the test (Full Version)
The Customer Service Representative (with Email and Calls) Pre-Employment Assessment was designed to help you hire staff in this role. The test provides a whole-person evaluation by measuring job-relevant cognitive ability, personality, knowledge, skills, and relevant behavioral history.
Each component provides important data for hiring decisions. Cognitive ability has been linked to overall job performance in most jobs and correlates with a candidate's
ability to learn new skills and to solve complex problems. Personality characteristics determine how well the candidate will fit-in with a corporate culture. Knowledge and skills indicate how much training will be needed before a new employee becomes productive. Finally, relevant behavioral history detects counter-productive behaviors that can impact job performance.
The Customer Service Representative (with Email and Calls) test includes an animated work simulation in which candidates meet customers, colleagues and supervisors in a job-related context. Post-test surveys indicate the majority of candidates react favorably to these simulations.
This test also contains an automatically-scored essay component. Writing is a key skill for many jobs and also demonstrates the ability to generate, organize, and communicate relevant ideas effectively.
The specific attributes measured include:
Cognitive Ability
- Analytical Thinking and Attention to Detail
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Knowledge and Skills
- Customer Service Fundamentals
- Writing
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Personality
- Adaptability
- Customer Service Mindset
- Drive
- Integrity
- Resilience
- Teamwork
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Emotional Intelligence
- Empathy and Emotional Self-Control
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Behavioral History
- History Survey - Performance
- History Survey - Tenure
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Following completion, the test produces a Candidate Selection Report that includes an overall score and detailed scores for each attribute. The overall score weighs each of the factors based on research and analysis from the U.S. Government's Occupational Information Network (O*Net). O*Net represents over a decade of dedicated research evaluating the relative importance of various factors that lead to success in almost 1,000 different job roles.
The Candidate Selection Report also provides expert interview questions that help you probe critical or low-scoring areas, along with a guide for noting your evaluation of the candidate's responses. Consistent use of an interview guide is an important part of gaining better candidate insights and making better hiring decisions.
More information about this Job
Annual US Wages (2023) |
Bottom 10%: | | $29,560 or less |
Bottom 25%: | | $34,780 or less |
Median: | | $39,680 (Average) |
Top 25%: | | $48,480 or more |
Top 10%: | | $61,250 or more |
Hourly US Wages (2023) |
Bottom 10%: | | $14.21 or less |
Bottom 25%: | | $16.72 or less |
Median: | | $19.08 (Average) |
Top 25%: | | $23.31 or more |
Top 10%: | | $29.45 or more |
US Employment Statistics |
2023: | | 2,954,600 |
2033 (projected): | | 2,805,800 |
Annual U.S. Job Openings: | 365,300 |
Top Knowledge Requirements
- Customer and Personal Service
- English Language
- Administrative
- Computers and Electronics
- Mathematics
- Communications and Media
- Telecommunications
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Top Skills
- Active Listening
- Speaking
- Service Orientation
- Reading Comprehension
- Persuasion
- Critical Thinking
- Social Perceptiveness
- Monitoring
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Top Abilities
- Oral Comprehension
- Oral Expression
- Speech Clarity
- Speech Recognition
- Written Expression
- Problem Sensitivity
- Near Vision
- Written Comprehension
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Education Requirements |
No High School Diploma: | | 4% |
High School Diploma: | | 67% |
Post-Secondary Certificate: | | 3% |
Some College: | | 6% |
Associate's Degree (2 yr): | | 4% |
Bachelor's Degree: | | 16% |
This graphic shows the percentage of people in this role who have their highest education in each category. |
Related Work Experience Requirements |
None: | | 7% |
3 - 6 Months: | | 21% |
6 Months - 1 Year: | | 14% |
1 - 2 Years: | | 43% |
2 - 4 Years: | | 7% |
4 - 6 Years: | | 4% |
This graphic shows the percentage of people in this role whose related work experience before they entered this position falls into each category. |
Alternate Titles for this Role: Account Adjuster, Account Representative, Adjustment Clerk, Automotive Service Advisor, Automotive Service Writer, Bill Adjuster, Call Center Representative, Claims Assistant, Claims Customer Service Representative, Clerical Adjudicator, Client Relations Specialist, Client Service Representative, Client Services Representative, Client Support Professional, Compensation Adjuster, Complaint Clerk, Contact Center Specialist, Customer Advocate, Customer Care Representative (CCR), Customer Care Service Representative, Customer Care Specialist, Customer Complaint Clerk, Customer Contact Specialist, Customer Relations Representative, Customer Service Agent, Customer Service Assistant, Customer Service Associate, Customer Service Clerk, Customer Service Consultant, Customer Service Coordinator, Customer Service Officer, Customer Service Professional, Customer Service Representative (Customer Service Rep), Customer Service Specialist, Customer Support Representative (Customer Support Rep), Field Service Representative, Hub Associate, Inbound Customer Service Representative, Lost and Found Clerk, Member Services Representative, Membership Coordinator, Merchandise Complaint Adjuster, Passenger Relations Representative, Phone Representative, Policyholder Information Clerk, Product Support Specialist, Return Clerk, Return-to-Factory Clerk, Sales Facilitator, Service Advocate Contact, Service Representative, Service Writer, Telephone Service Advisor, Tire Adjuster, Trouble Clerk, Utilities Customer Service Representative, Utility Bill Complaints Investigator, Verifying Specialist, Warranty Administrator, Warranty Clerk
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