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Department of Labor website to research the generic standards required to perform the job. I would also perform a “dry run” of the job to see what skills are actually required on a day to day basis.
KSAs for the Position of Customer Service Representative
1. Strong verbal communication and listening skills (U.S. Department of Labor)
2. Basic to intermediate computer and telephone skills (U.S. Department of Labor)
3. Problem solving skills (U.S. Department of Labor)
4. Good interpersonal skills (U.S. Department of Labor)
5. The ability to remain tactful with angry customers (U.S. Department of Labor)
Needs analysis survey
1...
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