You need employees. You need employees that will stay. You need employees that have common sense, positive energy and enthusiasm. You need employees that will get along with your current staff.
A resume will not tell you which candidate has the above traits. It will be difficult to get a former employer to give you that information. How can you "test" your applicants for common sense and personality?
You can't. Yes, you heard right, you cannot test for those traits. You can, however, pay attention to what your candidate says and how they say it. Listen to how the applicant answers your questions, what their thought process is and how they explain their answers. LISTEN is the key word here. During an interview, you must allow the candidate to do most of the talking.
Ask questions that will get your applicant excited. "Can you tell me about something you are passionate about?" or "Can you tell me about any sports, clubs or organizations you are involved with?" This gives them an opportunity to relax a little and talk about something they are familiar with. If they have enthusiasm about anything, it should be this!
Ask questions that require your candidates to think and explain. For instance, "Can you tell me about a time you went above and beyond expectations?" This will first, let you know what your candidate thinks is expected of them, second- give them an opportunity to look good in their eyes, and third allow you some insight into how this person will deal with issues that pop up.
In the customer service industry, personality is everything. If your candidate cannot look you in the eye, you have a problem. You can train someone how to use the phone or computer system, you cannot teach personality! No matter what you have heard about this person, do NOT hire someone who can't look at you for a position which deals with the public. Maybe this person can be a dishwasher or maintenance person, then grow and bloom into someone who will personally deal with your customers.
Once hired, make sure you take time to introduce the new employee to all his/her co-workers and managers during their first week. Give them a handbook that clearly explains expectations. Take time to answer all questions each day of their first week or two. Spend just a few minutes where you can commit your attention to this new employee completely. This will make them feel appreciated and cared for. This is important to build trust and respect. This will start them AND you off on the right foot!