Administration with Customer Service - Frog Recruitment

Administration with Customer Service
Solution Fact Sheet
Suitability:
The Administration with Customer Service solution is intended for use in entry level positions that
interact with external or internal customers. Sample tasks for these jobs include, but are not limited
to: answering telephones, managing files and records, sorting mail, greeting customers, collaborating
with coworkers on projects. Potential job titles that use this solution are: Front Desk Coordinator,
Receptionist, and Administrative Assistant.
Admin with Customer Services 4.5 Supervised
• Typing Skills: This is a measure of speed and accuracy in typing text presented on the
computer screen. The overall score is based on the total number of keystrokes, time taken,
and number of errors made when typing six passages. The following method is used to
determine the Net Words Per Minute score: Net Words Per Minute = ((Gross Words Per
Minute * Time Taken) - Total Errors) / Time Taken
• Basic Computer Literacy: This is a measure of knowledge related to basic computer terms
and the ability to perform common computer tasks. Specific tasks assessed include managing
files, working with a Windows operating system and application software, and accessing the
Internet
• Achievement Orientation: This is a measure of the potential for success in entry level and
customer service jobs. This scale measures self-esteem and developmental indicators of
success in entry level customer service jobs through questions regarding developmental
influences, self-esteem, work history, and work-related values and attitudes.
• Dependability: This is a measure of the potential to be responsible and dependable on the
job. This assessment measures dependability through background and experience questions.
This measure indicates whether an individual is likely to follow through on assignments and
commitments; come to work at the expected time; and stay focused on his/her tasks.
• Conscientiousness: This is a measure of the tendency to be aware of and follow company
policies and procedures. This assessment includes questions about work-related attitudes
and opinions about conscientiousness. Conscientiousness is characterized by: working in an
organized manner; returning from meals and breaks on time; and working when coworkers
are not working.
• Customer Focus: This is a measure of 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.

Screening: 84 items
Selection: 245 items
Screening (Unsupervised):
Two Sittings
Total: 329 items
Time: 20min/50min
• Achievement Orientation: This is a measure of the potential for success in entry
level and customer service jobs. This scale measures self-esteem and developmental
indicators of success in entry level customer service jobs through questions regarding
developmental influences, self-esteem, work history, and work-related values and
attitudes.
• Dependability: This is measure of the tendency to be aware of and follow company
policies and procedures. This assessment includes questions about work-related
attitudes and opinions about conscientiousness. Conscientiousness is characterized by:
working in an organized manner; returning from meals and breaks on time; and working
when coworkers are not working.
• Customer Service Potential: This is a measure of the potential to have a
combination of customer service skills and traits that predict success in customer service
positions. This is characterized by: being friendly; down-to-earth; reliable; and having
good judgment about how to respond to a variety of customer service situations.
Selection (Supervised):
• Working with Information: This is a measure of the ability to efficiently and
effectively use numerical and analytical reasoning to gather information and solve real
world problems. This predicts the ability to learn work-related tasks, processes, and
policies.
• Perceptual Speed and Accuracy: This is a measure of the tendency to review and
identify relevant pieces of data from a series of letters and numbers. This trait is
characterized by: processing data quickly and accurately; producing both high quality and
high quantity work; and determining similarities and differences in sets of data.
• Conscientiousness: This is measure of the tendency to be aware of and follow
company policies and procedures. This assessment includes questions about workrelated
attitudes and opinions about conscientiousness. Conscientiousness is
characterized by: working in an organized manner; returning from meals and breaks on
time; and working when coworkers are not working.
• Retention: This is a measure of the tendency to display commitment, cautiousness,
responsibility, and respect for authority. It predicts the likelihood that entry level
candidates will stay on the job at least three months.
• Customer Focus: This is a measure of 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.
Sample Questions:
• VHZ-321D/F5RW (Match this code to the correct option below)
o VHZ-3210/F5RW
o
VHZ-321D/FSRW

o
o
o
VHZ-321D/F5RV
VH2-321D/F5RW
VHZ-321D/F5RW
• If someone needs help, you almost always offer to help them.
o
True/False
• A customer in a store is complaining that the cashier is too slow. The cashier should:
o
o
o
o
Say, "The more you complain, the longer this will take."
Ignore the comments and keep working.
Say, "I've had a hard day. I'm tired, and I'm doing the best job I can."
Say, "I know you're in a hurry. I'll be done in just a minute."
• You consider yourself to be very polite.
o
True/False
Number of Items: 208 items
Competencies:
One Sitting Unsupervised
Time: 40min
• Achievement Orientation: This is a measure of the potential for success in entry
level and customer service jobs. This scale measures self-esteem and developmental
indicators of success in entry level customer service jobs through questions regarding
developmental influences, self-esteem, work history, and work-related values and
attitudes.
• Dependability: This is a measure of the potential to be responsible and dependable
on the job. This assessment measures dependability through background and experience
questions. This measure indicates whether an individual is likely to work in an organized
manner, return from meals and breaks on time, and work when coworkers are not
working.
• Conscientiousness: This is measure of the tendency to be aware of and follow
company policies and procedures. This assessment includes questions about workrelated
attitudes and opinions about conscientiousness. Conscientiousness is
characterized by: working in an organized manner; returning from meals and breaks on
time; and working when coworkers are not working.
• Retention: This is a measure of the tendency to display commitment, cautiousness,
responsibility, and respect for authority. It predicts the likelihood that entry level
candidates will stay on the job at least three months.
• Customer Focus: This is a measure of 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.
Sample Questions:
• You work steady and hard at whatever you undertake.
o
True/False

• You consider yourself to be very polite.
o
True/False
• If we were to get in touch with your most recent employer, how do you think he or she
would rate you on the quality of your work?
o
Well above average – Below average
• To what extent would your co-workers and bosses describe you as someone who
"everyone likes?"
o
Almost all of them would agree with that description - Very few would agree with
that description
Number of Items: 246 items
Competencies:
One Sitting Supervised
Time: 45min
• Working with Information: This is a measure of the ability to efficiently and
effectively use numerical and analytical reasoning to gather information and solve real
world problems. This predicts the ability to learn work-related tasks, processes, and
policies.
• Perceptual Speed and Accuracy: This is a measure of the tendency to review and
identify relevant pieces of data from a series of letters and numbers. This trait is
characterized by: processing data quickly and accurately; producing both high quality and
high quantity work; and determining similarities and differences in sets of data.
• Conscientiousness: This is measure of the tendency to be aware of and follow
company policies and procedures. This assessment includes questions about workrelated
attitudes and opinions about conscientiousness. Conscientiousness is
characterized by: working in an organized manner; returning from meals and breaks on
time; and working when coworkers are not working.
• Retention: This is a measure of the tendency to display commitment, cautiousness,
responsibility, and respect for authority. It predicts the likelihood that entry level
candidates will stay on the job at least three months.
• Customer Focus: This is a measure of 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.
Sample Questions:
• HE28p-JN/Q (Match this code to the correct option below)
o
o
o
o
HF28p-JN/Q
HE28p-JM/Q
HE28p-JN/Q
HE29p-JN/Q

o
HEZ8p-JN/Q
• You listen quietly when others are talking.
o
True/False
• What is the total amount of Past Due and Other Charges? (Use graphic above)
o 400.05
o 200.05
o 1533.45
o 1518.45
o 15.00
• You like to work under pressure.
o
True/False