American Express Customer Service Representative, Work At Home Interview Questions

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Customer Service Representative, Work At Home Interview

Anonymous Employee
No Offer
Negative Experience
Average Interview


I applied online. The process took 2 daysinterviewed at American Express in March 2012.


After I applied online I was offered a test that consisted of a number of personality questions as well as a skills test (how fast you can type information, etc). The next day I was contacted by a recruiter from the company. He was calling to schedule a phone interview with me for the next day. However, during my brief conversation with him on the initial phone call, he seemed very irritated and annoyed at something. The tone in his voice was not great. He asked me to give him a call at the interview time the following day (I have never been asked to call in to an interview before, they have always called me) and he gave me his phone number really fast and I had to ask him to repeat it because I couldn't write it down that fast. This seemed to annoy him even further. Because the position I applied for was a work from home position, he told me I would need to be at a computer for the interview.
The following day I called him about five minutes prior to my scheduled interview time. I had never been asked to call someone for the interview before and I was not sure on proper protocol. I know you always want to arrive early for interviews by about 15 minutes but I thought calling in 15 minutes before might irritate the recruiter again and he already seemed frustrated enough.
He answered and then had me wait about 5 minutes while he gathered his notes and such to begin the interview process. He started by asking me about my history and my experience with customer service. He also asked me to describe myself in 5 words, asked what I thought was the most important aspect of customer service, etc. He sounded very distant and hard throughout the entire process. I was not getting a good feeling from him and started feeling like this is definitely going to be a factor in them hiring me or not as he is the person who represents me and my talents. There was one point where I had to ask him to repeat the last part of a questions because he was really muffled. He cleared his voice and read the question very slowly with an annoyed tone of voice.
Once I answered my questions he asked me to go to the American Express website and type a certain phrase into the search engine on their site. Then he said we were going to do some role-playing and he would be the caller and I would be the American Express representative. You have to listen closely to what he is asking and look up the correct information on their website in order to answer the question.
After that process was done the recruiter began to read a script about the position, pay, hours, and training class requirements. He then asked if this would be a problem for me. I responded no, it sounds great. He then told me I would have a decision by Friday (two days away).
I felt as though I answered all the questions very well but I even told my friends and family that I wouldn't be surprised if I did not get the position because the recruiter just seemed annoyed by me through every interaction I had with him. I knew he represented me for the company so I thought my chances were slim to none. Sure enough, the following day I received an email saying they were going with other candidates. I was not surprised because I figured this would be the case.
I do not think this one recruiter represents the company though. It is a very large company and everyone is only human. Just because I seemed to get a disgruntled employee doesn't mean you will :)

Interview Questions

  • What are the 5 most important aspects of customer service?   Answer Question
  • Describe a time when you had to disregard company policy for the sake of customer service.   Answer Question

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