Customer Service Representative II Test
The Customer Service Representative II Test is an online pre-employment screening assessment designed to evaluate both the interpersonal habits and the cognitive reasoning skills of candidates applying for complex customer support roles. Taking approximately 60 minutes to complete, this untimed battery pairs a 102-question personality inventory with a 44-item test of mental ability covering verbal, numerical, and abstract reasoning. Unlike the Tier I edition, this advanced version helps employers predict how quickly a candidate will learn technical workflows and solve multi-layered problems. See the Customer Service Representative I as well.
About this Test
Hire the right person with the Customer Service Representative II Test and identify cooperative, high-achieving, ethical candidates for customer service roles.
Purpose
The Customer Service Representative II Test will help you identify the person who has the mental ability to learn quickly and handle complex job tasks as well as someone who will be cooperative, enjoy dealing with customers and achieve high levels of customer satisfaction, live up to obligations, handle job tasks in an ethical manner, be helpful to others on the team, display positive attitudes, and work hard. Compared to the Customer Service Representative I assessment, this one adds questions about mental ability.
What It’s Best Used For
- Screening for Complex Service Roles: Vetting applicants for upper-tier support tiers or positions requiring advanced problem-solving capabilities.
- Predicting Training and Learning Speed: Measuring baseline mental flexibility to forecast how quickly an individual will master new software tools.
- Evaluating Multi-Dimensional Cognitive Aptitude: Benchmarking a candidate’s fluid logical processing through equal measures of text-based, numerical, and spatial reasoning problems.
- Vetting Team Integrity and Helpfulness: Pinpointing high-achieving, ethical team players who naturally prioritize customer satisfaction and back up their coworkers.
- Structuring In-Depth Face-to-Face Interviews: Deploying instantly generated scorecards—detailing specific individual blind spots and tailored interview prompts—to speed up hiring cycles.
- Creating Corporate Performance Benchmarks: Collaborating with the vendor to validate custom metrics or establish company-specific grading scales based on top-performing internal staff.
About the Test
This test battery has two parts (1) a 102 question untimed personality inventory and (2) a 44 item test of mental ability (about equal number of items for verbal reasoning, numerical reasoning, and abstract reasoning). This test will probably take most people about 60 minutes to complete although it will vary from person to person because both components are untimed.
What the Report Gives You
Graphical display of scores, explanation of aptitude results, list of Strengths and Developmental Concerns, and Suggested Interview Questions.
Testing Process
Online testing provides immediate reporting. Proctoring is desirable but not required.
Options
Contact us to learn how we can customize the test content or the way information is presented in the report to meet your specifications. We can also help you validate an assessment for your workforce or establish company-specific scoring.
The Customer Service Representative II Test Evaluates
Additional information
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