The Customer Service 5.5 (formerly the Customer Service – Short Form) solution is for entry-level positions that involve a high degree of interaction with customers in person or on the phone. Sample tasks for this job include, but are not limited to: taking orders; solving product or service issues; responding positively to difficult customers; referring unresolved issues to the appropriate individuals; providing information on products and/or services. Potential job titles that use this solution are: Account Service Representative, Account Representative, Customer Service Representative, and Customer Service Agent.
Job Level: Entry to Mid-level
Job Family/Title: Business Suite
Localizations Available: US English
Average Testing Time (minutes): 42 minutes
Maximum Number of Questions: 225 items (199 items on average)
Number of Sittings: One
Designed for Unproctored Environment: Yes
Question Format: Multiple choice, Multiple choice – adaptive
Conscientiousness: This component measures the tendency to exhibit personal responsibility, follow rules and guidelines, and complete work thoroughly and precisely. This trait is characterized by trustworthiness, fulfilling commitments, dedication to the completion of all work tasks completely and accurately, and organization.
Composure: This component measures the tendency of one’s ability to think clearly and objectively during times of stress or intense pressure. This trait is often described as “grace under fire” and is further characterized by operating under a positive outlook despite criticism, worries, and guilt.
Drive for Success: This component measures the tendency to set and accomplish challenging goals, to believe in one’s own ability to get the job done, and to assert one’s influence to drive others towards a common goal. This trait is characterized by working hard, demonstrating optimism in the face of adversity, and negotiating effectively with others to accomplish goals.
Service Professionalism: This is a measure of the tendency to have potential for success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.
Following Instructions: This is a measure of the ability to follow detailed instructions and select the appropriate course of action. This component is characterized by the ability to understand a set of rules and choose the correct response based on these rules.
Customer Focus: This measures the tendency to show persistent enthusiasm when interacting with customers. This trait is characterized by: apologizing sincerely for inconveniences, being patient, tolerating rude customers calmly, and searching for information or products for customers.