Information Technology – Customer Service Rep

Position Name: Customer Service Rep

Interviewer

Candidate Name

Interview Date

Transitional & Verification Questions

– Clarify any unclear information from resume or application
– Verify availability for work hours and schedule, start date, and other important details

[Certification Verification – example: When did you complete your PMP Certification?]

Will you now or at any point in the future require via sponsorship to work for us?

Behavioral / Situational Questions

– Ask job related questions, based on skills and competencies needed for the role
– Ask open ended questions that allow candidates to tell a story about a specific example
– Ask 5-10 questions based on the role and how much time you have (~3-4 minutes per question)
– Listen for recent examples, details, consistency, the candidate’s role in the story, and teamwork
– Take notes and ask clarifying questions as follow-ups. Follow up questions may include:
- Tell us more about the action you took and the outcome.
- What did you say at that point?
- How did you react to that situation?
- Explain your role in more detail.
- Tell me in detail what steps you took.
- And what was the result?
- Describe the obstacles you faced in getting it done.
- What other options did you consider?
- Why do you think you reacted as you did?
- How do you think others felt about your actions at the time?
- Were you satisfied with the outcome of your actions?
- If the same or a similar situation presented itself, what would you do differently?

Describe a time when you anticipated potential problems and developed preventive measures.

Situation:

Action:

Response:

Describe a time when you overcame a major obstacle.

Situation:

Action:

Response:

Describe a situation in which you had to get started on something but didn’t know what to do.

Situation:

Action:

Response:

Describe a situation in which you had to get started on something but didn’t know what to do.

Situation:

Action:

Response:

Customer Focused

Have you ever had to go the extra mile to satisfy a customer? Tell me what you did and what was the result?

Situation:

Action:

Result:

Describe a time when you successfully handled a customer complaint.

Situation:

Action:

Result:

Communication

Give me an example of a time when circumstances changed the way you needed to communicate to others. What did you do and how did you do it?

Situation:

Action:

Result:

Problem Solving

How has your approach to problem solving changed as you’ve progressed in your career?

Situation:

Action:

Result:

Candidate’s Questions

– Be sure to leave time for their questions, generally 1-3
– Paint a positive but honest view of the pros and cons of the work and culture

Notes

Closing Questions

– Describe where you are in the process, next steps, and when they can expect to hear back
– Ask if they have any final remarks

What is the best thing a previous employer did that you wish everyone did?

Interviewer Assesment

Enter your overall assessment about the candidate’s knowledge, skills, abilities, and fit for this position.

Would you recommend this candidate advance in the process?