pre employment assessment Test for

Customer Service Positions

Ensure your Customer Service Representatives are qualified in assessing customers’ needs and processing information professionally and efficiently with our Customer Service Assessment Test.

Customer Service Assessment Test

Your customer service team is the face of your company, so its critical they make a good first impression when it comes to engaging with prospective and existing customers.

We have deep experience helping our client partners identify candidates with the high impact traits that influence success in customer service roles.


  • Customer Service Representative
  • Call Center Associate / Agent
  • Customer Service Manager
  • Call Center Operations
  • Director of Customer Service

Most companies have at least one rockstar member of the customer service team. They are successful, tenured, customers love them and they raise morale just by showing up.   

A HighMatch Job Analysis coupled with a Benchmark Study is a great way to identify the personality traits, cognitive abilities and skills that make them so successful. You can even apply that rockstar profile as a filter to your candidate pool.

Customer Service Job Functions

HighMatch’s Customer Service Assessment Test evaluates candidates for the aptitudes, traits and work skills necessary to improve your organization.

When assessing technical skills for customer service positions, it’s important to keep the critical job functions in mind so you have an effective frame of reference of what to look for in a candidate.

Those Include:

  • Speak with customers by telephone or in person to inform about products or services, take/enter orders, cancel accounts, or obtain details of complaints
  • 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
  • Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers

What Makes a Rockstar
Customer Service Employee?

We have helped a number of our clients identify high-quality customer service candidates over the last two decades, and, as a result, we’ve developed an in-depth understanding of the personality traits, aptitudes and skills required for success in this role.

Customer Service

Personality Traits

  • Attention to detail: Being careful about detail and thorough in completing job tasks
  • Integrity: Being honest and ethical
  • Cooperation: Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude
  • Dependability: Being reliable, responsible, and dependable – whilst fulfilling obligations
  • Concern for others: Job requires being sensitive to others’ needs and feelings and being understanding and helpful on the job


Aptitude Abilities

  • Rapid Problem Solving: the ability to deal with many problems, one after another quickly. It requires developed abstract reasoning skills to quickly recognize links and commonalities between seemingly unrelated objects.  It has direct bearing on a candidate’s ability to diagnose problems and develop solutions quickly
  • Vocabulary: the measure of the richness of someone’s vocabulary.  It has direct bearing on their fluidity in communication and their ability to process and understand written documents and spoken instructions – as well as the ability to write and speak clearly

Customer Service

Skill Tests

Gen Z is Changing Talent Acquisition

Generation Z is changing the way we think about recruiting. These youthful employees aren’t as similar to millennials as talent acquisition professionals would anticipate.

To understand how to recruit Gen Z’ers effectively, we surveyed talent acquisition professionals to learn their proven tactics.

Our report reveals what talent acquisition professionals have done to recruit and retain Generation Z employees successfully.


Need a different guide to improve your hiring process?
If so, then look no further!

Whether you are new to recruiting or an experienced hiring manager, our guides have something for you.

HighMatch’s Customer Service Assessment Test

HighMatch is a modern pre-employment assessment tool that identifies top talent, keeps strong candidates in your pipeline, and re-skills current employees.

Choose from either custom or packaged assessment based on the specific needs of your organization, and allow your candidates to benefit from an intuitive, mobile-first platform that works to build a holistic index of their capabilities.

Ready to start measuring what matters? Speak with a Customer Service Product Specialist.

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