Role
Utilities Service Representative
The hiring challenge
This representative serves customers who call angry over an outage of an essential service or a high bill they do not understand. They do not sell: they contain, explain a regulated charge and manage the complaint without escalating it. Those who fail lose emotional control with the customer venting their anger, or fail to explain clearly why that bill arrived.
What to assess
Customer orientation and self-control with very upset customers, and clarity to explain charges and outages.
How we build the mix
In this role the central filter is not the cognitive side, but disposition, the way people relate and self-control. The mix is built by prioritizing the role's competencies.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for utilities service representative
6 assessments · variable time. Suggested guide: adjust it to your process.
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Helps observe customer orientation and the quality of service.
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Helps observe emotional regulation and resilience under the pressure of the role.
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Helps observe impulse control and composure in tense situations of the role.
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Helps observe clarity when communicating and the quality of how they treat others.
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Helps observe service vocation and sustained warm treatment of the customer.
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adds signal about the relational style and the reaction to very upset customers
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.