Strategic Leadership, Management & Organization Development

Meet Jane. Energetic, Upbeat… And Wrong for the Job!

rsl-profile-customer-service-repImagine your company needs to hire a new customer service rep. They’ll need to provide information about products and services to potential customers, as well as resolve problems for existing customers.

You’ve sifted through the applications and done some interviews. One candidate, let’s call her Jane, stands out from the rest. Jane is energetic, upbeat and seems to understand the products. It seems like Jane will be a perfect fit as your new customer service rep… but she’s not.

Based upon our Profile assessment, here’s why hiring Jane would be a costly decision…

Click here to find out more about pre-hire job-matching…

Description: Customer Service Representative

Customer Service Representative Job Purpose: Serves customers by providing product and service information; resolving product and service problems.

Customer Service Representative Job Duties:

  • Attracts potential customers by answering product and service questions; suggesting information about other products and services.
  • Opens and maintains customer accounts by recordingand updating account information.
  • Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Maintains financial accounts by processing customer adjustments.
  • Recommends potential products or services to management by collecting customer information and analyzing customer needs.
  • Prepares product or service reports by collecting and analyzing customer information.
  • Contributes to team effort by accomplishing related results as needed.


Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking.

  • Bad match of scanning ability and  job requirement because…
    Candidate scores 3 on A5 Scanning, indicating a possible vision acuity issue. The CSR position demands constant scanning of a computer screen while talking with a customer and accurate use of spreadsheets and other raw data to keep records current.
  • Bad match of physiological needs with job requirements because…
    Candidate scores 2 on D1 Nervous Tension. This is indicates a need for the person to have the freedom to physically move around frequently. Job requires representative to remain at his/her workstation for extended periods.

The hiring organization avoided a bad hiring decision because this information was available before any final decision was made. Both the candidate and the organization come out ahead, precluding poor on the job performance and an unhappy employee due to a less than satisfactory performance appraisal.

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