Verizon Wireless

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Verizon Wireless Customer Service Representative Interview Questions

Updated Dec 11, 2014
Updated Dec 11, 2014
191 Interview Reviews

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  1.  

    Customer Service Representative, Call Center Interview

    Anonymous Interview Candidate
    Anonymous Interview Candidate
    Application Details

    I applied online. The process took 4 weeksinterviewed at Verizon Wireless in October 2014.

    Interview Details

    I had applied several times online with no contact until the last time which took a couple of weeks to receive an email for a phone interview. The email included days and times available for the interview for the following week which i chose Wednesday at noon (10/15). The phone interview went smoothly, it was about an hour and 30 mins long with basic questions about my job history, detailed information about the job available and progression available within the company, and a few questions about my job performance and the credo they sent me along with the email.

    After that was finished I was told I passed and would get to move on to the next step which is the assessment test at the local call center for which i scheduled the following week on Monday at 2pm (10/20). The test is 7 parts about multitasking, typing and listening, and logic. After the test was completed, i stepped into the hall where i was told i passed and scheduled the in face interview for the following day at 4pm (10/21).

    The interview had questions about why i wanted to work there, job experience relevent to this job, 2 STAR questions, and lots of roleplaying. The roleplaying was to sell a piece of technology i use on a daily basis, and some phones/plans information that was provided during the interview. The interview was about an hour long and went great. The gentleman interviewing me was very friendly and nice and at the end of the interview told me i was exactly what they were looking for in a candidate and that I did great. He told me to expect a phone call within 7 to 10 business days to tell me if i was going to get the job offer.

    Right now im waiting for the phone call but i expect to hear good news.

    Interview Questions
    • Tell me of a specific time when you handled an unusual problem with a customer and how it went.   Answer Question
    Accepted Offer
    Average Interview
  2. 3 people found this helpful  

    Customer Service Representative Interview

    Anonymous Interview Candidate in Little Rock, AR
    Anonymous Interview Candidate in Little Rock, AR
    Application Details

    I applied online. The process took 2 weeksinterviewed at Verizon Wireless in September 2014.

    Interview Details

    The process had three main stages: A phone interview, an assessment and a final in-person interview.

    I applied online with Verizon 14 days prior to being hired. I received an email from a representative asking me to provide a pair of days followed with times that I would be available for a phone interview. After that was done, I received a second email confirming my interview date and time. They also provided me with some information to look over before the interview.

    I received a phone call from the person I was scheduled to interview with on the appropriate date at the appropriate time described in the confirmation email. The interview went something along these lines: A discussion of work history, a few questions about why I desired to work at Verizon Wireless, an overview of the job, as well as about five behavioral-based questions that I had to answer in the STAR format (Situation, Task, Action, Result). This interview was about 45 minutes long. At the end of the interview, I was invited to attend the on-site skills assessment at the location I would be working upon successful hire. I was given several date options and two time options; 10AM and 2PM. I accepted and came in on the soonest possible date at 2PM. I was told to arrive 10 minutes early, bring a valid photo ID with me to the assessment and dress professionally.

    Upon arrival on the assessment date, I was greeted at the front desk and given a name sticker after showing them my ID. I waited with two other candidates in the front until finally being taken back to the assessment room and having the process explained by a Verizon Wireless employee. The entire assessment is taken on company computers.

    We were given an 1 hour and 45 minutes to complete the entire assessment. It was divided up into seven parts.

    Upon passing the assessment, I went back to the front waiting area and was eventually pulled back and informed that I had passed. I was then given a list of available days and times to be interviewed in person. Again, I selected the soonest possible date.

    The interview was with a supervisor from the call center where I would be working. It was similar to the phone interview in that we discussed my work history and Verizon Wireless' benefits as well as my reason for wanting to work at Verizon. She asked me a single behavior-based question, but it didn't require a STAR-formatted response. After that, we jumped into three role play scenarios which I had to improvise. The first one was to sell her anything in this room. I chose to sell her my iPhone. For the next two role plays, I was given a sheet to look over. On one side were three cell phone options with various add-ons and on the other were three wireless plans with varying degrees of minutes and data, as well as more add-ons. The next role play was that of me taking a call for an upset customer who's cell phone bill is too high. The final role play is a mother who is ready to upgrade her phone and wants phones for her two teens. Just handle these the best you can. More likely than not, you will not get some of these role play scenarios.

    Upon successfully complete the interview I was told to expect a call within three days. On day number two after the interview, I was called and given a conditional offer of employment. I had to submit to a background check as well as complete drug testing within 48 hours. Just follow all of the instructions the recruiter gives on the phone and read through the emails and complete any required actions and you'll be fine.

    Interview Questions
    • Describe a time when you had a difficult task and little time to accomplish it, what did you do?   Answer Question
    Negotiation Details
    There is no negotiation. The salary is set in stone from the beginning.
    Accepted Offer
    Positive Experience
    Average Interview
  3. 1 person found this helpful  

    Customer Service Representative, Call Center Interview

    Anonymous Interview Candidate in Rancho Cordova, CA
    Anonymous Interview Candidate in Rancho Cordova, CA
    Application Details

    I applied through a recruiter – interviewed at Verizon Wireless in September 2014.

    Interview Details

    Applied online, got a call from a recruiter and set up a phone interview. They just ask you questions about previous employment and some STAR questions. I found this format to be super helpful because it helped me form my answer the way they want it. Passed the phone interview and they had me come in the next day for an assessment. It takes a little over an hour and there are questions that have you rate if you agree or disagree and likely or not likely, listening to calls and rating responses on a scale of poor to good, listening to and reading sentences and typing them the same way, then looking at a picture and looking at certain criteria to answer questions and lastly listening to phone calls and transferring them to the proper department and at the same time checking to see if numbers are the same or different. By far the most I have ever done in a job assessment. Passed the assessment now waiting to schedule a face to face interview.

    Interview Questions
    No Offer
    Neutral Experience
    Average Interview
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  5.  

    Customer Service Representative Interview

    Anonymous Interview Candidate
    Anonymous Interview Candidate
    Interview Details

    I pride myself on my customer service skills and my ability to resolve what could be difficult situations.Which drive sales and conditioned people. It was not as long and Argonauts as people explained. I had a god phone interview and a good assessment test. Thye are very nice people

    No Offer
  6.  

    Customer Service Representative, Call Center Interview

    Anonymous Interview Candidate
    Anonymous Interview Candidate
    Application Details

    I applied online. The process took 2 weeksinterviewed at Verizon Wireless in September 2014.

    Interview Details

    I applied online on August, 31st. On September 9th I received and invitation via email for an open house hiring event for the next day. On the 10th I first had an initail interview with an HR representative which was basically going over my resume and experience and why I wanted to work for the company. The company is big on its credo so make sure you have reviewed it before your interview. After the interview the HR let me know I had moved on to the next step which was an online assessment taken on site the assemment was 7 sections and took about an hour and a half to complete. The assessment had different had excercises such as reading comprehension, testing your ability to multi task and how well you handle customer calls. After that assemment I was brought into the hall and told I had passed and was asked to schedule a f2f interview with a supervisor for the next day. The f2f interview consisted of going over why you would be a good fit for the company, role playing as if you had the position and we're taking real life calls related to verizon, also questions related to your person experiences with customers in your past jobs , and I had to "sell" the interviewer an item of my choice. The interviews weren't hard, but of course I was nervous. After that interview I was told I would be contacted by an HR in 5-7 business days . However, the next day I was sent an email requesting to have a "follow up call" . Once I recieved the call on 9/15 the HR reviewed my application again and then extended the job offer contingent that I pass a background screening and drug test. A rigorous process, but I believe it's well worth it !

    Interview Questions
    • What stood out to you about our credo?
      Why would you like to work for verizon?
      Name an instance when you had to deal with a difficult customer and how did you handle it?
       
      Answer Question
    Negotiation Details
    No negotiating , there is a set salary for this position that is based on the area in which it is located. However they have very competitive pay and AMAZING BENEFITS !
    Accepted Offer
    Positive Experience
    Difficult Interview
  7.  

    Customer Service Representative Interview

    Anonymous Interview Candidate in Albuquerque, NM
    Anonymous Interview Candidate in Albuquerque, NM
    Application Details

    I applied online. The process took 2 weeksinterviewed at Verizon Wireless in September 2014.

    Interview Details

    I submitted my application online, shortly thereafter (within a week) I received an email to schedule an interview with a couple of dates. I had to confirm a phone interview via a calendar exchange. I did some research about the company online before the interview. When I spoke with the interviewer, she asked me about Verizon, and why I wanted to work there. There was supposed to be something in the email detailing the company credo , I didn't get it, but I studied that anyway. I took the assessment a couple of days later, but failed the test.

    Interview Questions
    • Describe a time that you had a difficult customer, and how did you react? What was the outcome?   Answer Question
    No Offer
    Neutral Experience
    Easy Interview
  8.  

    Customer Service Representative Interview

    Anonymous Interview Candidate in Wallingford, CT
    Anonymous Interview Candidate in Wallingford, CT
    Application Details

    I applied online. The process took 3 daysinterviewed at Verizon Wireless.

    Interview Details

    Phone call to come in for job fair, went and was brought on a tour, then did an interview which was pretty basic just to see if i was a people person. Then had to do a test to see what my typing skill and thinking skills were like and then final interview

    Interview Questions
    • What would you do if an angry customer came on the line.   Answer Question
    Declined Offer
    Average Interview
  9.  

    Customer Service Representative Interview

    Anonymous Interview Candidate
    Anonymous Interview Candidate
    Interview Details

    called for an interview, speak w/ manager, then H.R. rep. once taken for offer, you go to the office to perform a mock call with a guest about products and services and the account. assist with billing or technical issues or both.

    Interview Questions
    • name a time you had a good experience and what was it about?   Answer Question
    No Offer
  10.  

    Customer Service Representative Interview

    Anonymous Interview Candidate in Little Rock, AR
    Anonymous Interview Candidate in Little Rock, AR
    Application Details

    I applied online. The process took 4 weeksinterviewed at Verizon Wireless in August 2014.

    Interview Details

    I first received an email asking to be set up for a phone interview the week of Aug 3. I was showed numerous time slots and told to pick one. I selected the week of august 10th.
    In the phone interview she asked me questions of why I want to work for Verizon. What I liked about the position, benefits, credo and what I did not like. She asked me about myself and verified my employment history on my resume. The then asked me STAR interview questions. After this she told me I had successful completed the interview and I would move on to the next step, which was the assessment test. During this interview you can tell it is scripted and they follow a flow.
    Assessment.
    Many people will say that if you can read and write you can pass the test! This is not true. If you are a regular are advanced computer user it will be like reading or writing. If you are not, you will have a hard time passing. I took my test on the week of the 17th. I showed up and was brought to a room with computers in it. Kind of like a voting booth but no privacy curtain. You can shop around for more info about the test. But this is what I remember (Each section is timed – countdown). First part is a basic survey and questions. For example I desire a job where (I do nothing all day or I am challenged every day). The next part is your regular questions about ethics and stuff. You know the ones about if someone stole something would you tell the manager. The next part is listening to customer calls and deciding the appropriate answer from Very good to the worst. Next part was like bingo. A number popped up and you had to find it in the card on the left side of the screen and click it. The net part was typing. Retyping sentences and typing recorded sentences. The next part was call routing. Incoming calls can in and you had to transfer them to the right department while also verifying numbers on the left side of the screen to see if they match. There may be a few other things I missed but you can find those if you hunt through the interview list. Now I did not finish one section so if you did make it on one section do not worry as I still passed. I want to say quality of quantity but I only missed one section. Also there is the critical thinking one with the boat. Someone else explained it will on here.
    Like I said this test is not for everyone. I am a strong computer user who can multitask and type 54 wpm. If you are on here, more than likely you will be able to pass the test. If you were smart enough to research the position. But if you do not use the computer on a daily base or know how to type there is a good chance you will not pass the test.
    I was then setup for another interview the next day. This was a interview with a supervisor. She asked me a few behavioral questions. A few questions about the job and my resume. We also played some role playing. She acted like a customer and I tried to help her solve the problem. She then asked me to sell her a item. I was caught off guard completely but I still made it through. I am not a seller. After this my interview was over and I received an offer the following week.
    So in total it took 5 weeks before I walked in the door full time.

    Interview Questions
    Negotiation Details
    No negotiation. They pay is set in stone.
    Accepted Offer
    Positive Experience
    Average Interview
  11. 1 person found this helpful  

    Senior Customer Service Representative Interview

    Anonymous Interview Candidate
    Anonymous Interview Candidate
    Application Details

    I applied online. The process took 2 weeksinterviewed at Verizon Wireless.

    Interview Details

    Your resume will be reviewed for key words in Customer Service related jobs. Need to have at least 6 months of consistent employment to get hired most cases
    1. First interview may be over the phone
    2. Interview take a computer assessement where you are to use an interactive customer call to see if you can take calls accurately with a 80% accuracy rate.
    3. If you passed the assessement most people are called in to interview with a Supervisor in the Call Center and an HR Rep.
    4. Then you will be called for drug screen and background check.
    5. Training is about 6 weeks good training.
    6. Must pass training tests with 80% or better on online and classroom assessements all test are on computer so the employee needs to go to Youtube to learn basic word and if you have those skills and have patience you should do well.

    Interview Questions
    • Tell me a time when you had an unreasonable request from a customer and how did you respond. Good answer is Respond positively and never get upset with a customer they are not upset with your they are upset with the situation.   Answer Question
    Negotiation Details
    Salary is set at the average rate for entry level CSR in the surrounding area
    Accepted Offer
    Positive Experience
    Easy Interview

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