Customer Service Representative Test
Identify cooperative, communicative CSRs who enjoy dealing with customers and achieve high levels of customer satisfaction.
Pre-Employment Test
Purpose:
Your Customer Service Reps are the face of your business. Whether handling general inquiries, complex sales calls, or providing basic technical help, these key employees need to have the interpersonal skills and optimistic attitude demanded by the job. RA’s Customer Service Representative (CSR) Tests will help you find candidates who are friendly, patient, and enjoy dealing with customers to achieve high levels of satisfaction and positive word-of-mouth. They should be able to live up to obligations, handle job tasks in an ethical manner, be helpful to other team members, and remain calm under stress. The addition of an aptitude component assesses problem-solving, multi-tasking and learning abilities.
About This Test:
Customer Service Representative Test
Personality Only
$18
- An untimed personality assessment targeting behaviors specific to this type of job.
Customer Service Representative Test
Express
$30
- A shorter personality profile targeting behaviors specific to this role
- A timed test of General Reasoning
Customer Service Representative Test
Core
$35
- An untimed personality assessment targeting behaviors specific to this type of job.
- An untimed General Cognitive Aptitude Test (includes verbal, numerical, and abstract reasoning)
What the Report Gives You:
A graphical display of personality trait scores, feedback regarding strengths and developmental concerns, explanation of aptitude results and suggested interview questions.
Testing Process:
- Immediate score report upon completion.
- Proctoring desirable but not required.
- The use of mobile phones is discouraged.
Options:
This test, Customer Service Representative I, is used to assess basic personality traits; RA’s Customer Service Representative II Test has a similar set of personality traits but also includes a test of general cognitive ability.
Target Group:
We recommend using these tests for the positions of Call Center Representative, Client Service Representative, Client Support Associate, Customer Account Representative, Customer Care Agent, Customer Care Specialist, Customer Experience Associate, Customer Loyalty Support Specialist, Customer Relations Associate, Customer Service Associate, Customer Service Coordinator, Customer Service Specialist, Customer Success Specialist, Customer Support Coordinator, Customer Support Representative, Customer Support Specialist, Digital Chat Specialist, Front Desk Associate, Product Support Specialist, Remote Call Center Representative, Service Desk Representative, Technical Support Representative, and other customer-centric roles in retail, commercial and remote environments.
Sample Personality Items:
| For the statement on the left |
| For the statement on the right | |||||
No matter how busy I am, I always take the time to do careful proofing and correct mistakes. |
My job is so demanding and hectic that I rarely take the time to proof my work. | ||||||
I put forth a great deal of effort at work because my real passion is my career. |
I come to work and do what is asked of me, but my real enjoyment in life is when I go home. |
Sample Questions for General Cognitive Aptitude Test:
Sample verbal reasoning item: House is to dwelling as car is to ____________. | (A) transportation | ||
Sample numerical reasoning item: Which number comes next in this series? 3 6 9 19 22 25 | (A) 32 | ||
Sample abstract reasoning item:
Which figure would come next in the series?
|
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Sample Questions for General Reasoning Test:
Sample verbal reasoning item: House is to dwelling as car is to ___________. | (A) transportation | ||
Sample numerical reasoning item: Which comes next in this series? 3 6 9 19 22 25 | (A) 118 | ||
Sample logic item: Assume the first two statements are true.
| Is the last statement: |
(Sample questions differ from actual test appearance and do not contain real test content.)
The Customer Service Representative Test Evaluates:
| Less Desirable Behaviors | Test Content | Desirable Behaviors |
|---|---|---|
| Slow learner, overwhelmed with complexity | General Cognitive Aptitude | Quick learner, handles challenging tasks well |
| Slower to learn – Not very observant | General Reasoning* | Quicker to learn; observant & insightful |
| Argumentative, contentious | Agreeableness*† | Easy to get along with, amiable |
| Not reliable, undependable | Conscientiousness*† | Careful to do things properly, goes by the rules |
| Not service minded | Customer Service / Responsiveness*† | Creates positive service-minded culture |
| Overreacts to stress, gets upset easily | Emotional Stability / Resilience*† | Calm, level-headed, handles stress well |
| Lacks intuition about others’ feelings | Empathy*† | Sensitive to others’ feelings, empathetic |
| Prefers to deal with a small number of people | Extroversion† | Enjoys interacting with a lot of people |
| Bends rules to suit self | Integrity*† | Strong ethical principles |
| Doesn’t plan to stay for many years | Long Tenure Potential*† | Plans to estay for man years |
| Cautious, suspicious, careful | Optimism / Enthusiasm*† | Trusting, believes in positive future |
| Prefers working on own tasks | Teamwork*† | Likes working interdependently |
| Does the minimum | Work Drive*† | Willing to go the extra mile |
(Note: the asterisk (*) denotes that the personality dimension is included in the Express version of the test; the dagger (†) denotes that the personality dimension is included in the Personality Only version of the test.)
