Elite Service Profile

The Elite Service Profile is a general indicator of the individual's ability to engage in service-oriented behaviors as defined by the scales in this battery. This battery is appropriate for all jobs that require service-related interaction with prospects and/or customers.

Scales

Candidness

Measures the degree to which the individual is likely to be candid and accurate in his/her responses and is therefore not trying to outsmart the test in an effort to present him/herself in a more favorable light. The results of this scale should be used as a "red flag" to make you aware that some candidates may be trying to "fake" the test. For example, if a candidate scores High on the behavioral scales in this assessment and they score Low on Candidness, there is the chance that he was able to elevate his/her scores on the assessment by trying to make him/herself look good. High behavioral scale scores that are accompanied by Low Candidness scores warrants some additional follow-up during the interview or reference checks to confirm the candidate's behavioral scale scores are in line with his/her previous work history.

Flexibility

Measures the degree to which the individual is likely to be able to adapt to change and is more open minded than stubborn. This characteristic is important for fast paced jobs where priorities often shift. It is also important for organizations that are in transition or are expecting changes that will affect work duties and responsibilities.

Helping Disposition

Measures the degree to which an individual is friendly and is likely to go out of his or her way to assist or help customers and/or co-workers. This characteristic is important for most, if not all, jobs.

Stress Management

Measures the degree to which the individual is likely to demonstrate patience and stress tolerance during challenging work-related situations. This characteristic is appropriate for jobs requiring interactions with customers, multitasking and jobs in fast paced organizations to name a few examples.

Team Player

Measures the degree to which the individual is likely to cooperate in all aspects of his/her work relationships including working in harmony with others to achieve a common goal. This characteristic is important for jobs requiring interaction and cooperation among coworkers.

Industries

Customer Service

Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.

Banking

Teller, customer service, cashier, money handling roles.

Hospitality

Management, marketing and operations of restaurants and other food services, lodging, attractions, recreation events and travel related services. You may want to consider the basic characteristics needed to succeed in your role. Customer service skills, computer skills, or general characteristics that make your company stand out.

Sample Job Titles

  • Account Representative
  • Call Center Representative
  • Client Services Representative
  • Customer Care Representative (CCR)
  • Customer Service Agent
  • Customer Service Representative (CSR)
  • Customer Service Specialist
  • Customer Support Representative (Customer Support Rep)
  • Guest Service Agent
  • Member Services Representative (Member Services Rep)