Verizon Wireless Customer Service Representative Interview Questions

Updated Apr 11, 2015
Updated Apr 11, 2015
209 Interview Reviews

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  1.  

    Interview

    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
  2. Helpful (1)  

    Customer Service Representative Interview

    Accepted Offer
    Positive Experience
    Average Interview
    Accepted Offer
    Positive Experience
    Average Interview

    Application

    I applied online. The process took 4 weeksinterviewed at Verizon Wireless (Little Rock, AR) in August 2014.

    Interview

    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

    • Im calling and I want a new phone?   1 Answer

    Negotiation

    No negotiation. They pay is set in stone.

  3. Helpful (1)  

    Senior Customer Service Representative Interview

    Accepted Offer
    Positive Experience
    Easy Interview
    Accepted Offer
    Positive Experience
    Easy Interview

    Application

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

    Interview

    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

    Salary is set at the average rate for entry level CSR in the surrounding area

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  5. Helpful (2)  

    Customer Service Representative Interview

    Accepted Offer
    Positive Experience
    Easy Interview
    Accepted Offer
    Positive Experience
    Easy Interview

    Application

    I applied online. The process took 2 weeksinterviewed at Verizon Wireless (Houston, TX) in July 2014.

    Interview

    2 phone interviews and 2 in-person. First was very basic phone call (less than 10 minutes) where I was asked to give an example of how I would sell a Bluetooth speaker. Second phone was more questions about my experience and how to handle hypothetical customer/employee interactions.

    1st in person was two managers reading questions from a script (5 year plan? Biggest area of opportunity for you? Biggest strength,...). 2nd interview was with district manager, who asked about how I would be a team player, 5 year plan, and how I would be pro-Verizon for all my life et al.

    All in all, a very simple and expected corporate model for interviews. Nothing surprising and nothing bad.

    Interview Questions

    • Nothing to report. Read any "interview guide" ever made and you will get a very clear sense of what will happen here. One tip: Look up the company motto and be thoroughly versed in the wording to make yourself stand out. Buzz words work in this line of work.   Answer Question

    Negotiation

    No negotiation. This is a major company with a one-size-fits-all entry pay for every level of employment and experience set. I happened to be on the top end of the experience so I got offered as much as they could.

  6.  

    Customer Service Representative Interview

    Accepted Offer
    Positive Experience
    Average Interview
    Accepted Offer
    Positive Experience
    Average Interview

    Application

    I applied online. The process took 3 weeksinterviewed at Verizon Wireless (Rancho Cordova, CA) in July 2014.

    Interview

    The interview process took about 3 weeks from start to finish. Got a email July 10/14 from a recruiter who said I had made it to the second stage of the hiring process. Had a phone interview about a week later.
    Passed the phone interview and she set up an appointment for me to do a skills exam. The exam is about 2 hrs long and has things like data entry, listing to phone calls and rating the customer service as well as reading comprehension.
    Afterwards she told me I had passed. Made an appointment for a face to face. The interview was not very long they asked me about 4 questions and they wanted them answered in STAR format. Afterwards they gave me a tour of the facility and offered me the job. Best advice I can give is do not lie on your application about anything. If you have anything on your criminal record or have something on your background that you think will prevent you from getting hired just be up front with them.

    Interview Questions

    • Name a time when customer was not pleased with your companies customer service. what was the situation and what did you do to resolve?   Answer Question

    Negotiation

    no negotiation accept or decline

  7.  

    Customer Service Representative Interview

    Accepted Offer
    Positive Experience
    Average Interview
    Accepted Offer
    Positive Experience
    Average Interview

    Application

    I applied online. The process took 2 weeksinterviewed at Verizon Wireless (Rancho Cordova, CA) in July 2014.

    Interview

    Interviewed with Verizon July 2014. I was emailed saying I made it to the first stages of the interview process which was a phone interview. I made an appointment for a phone interview 3 days later. I passed the interview and was scheduled to take the assessment after the interview was over. I took the assessment the following day. I waited after the assessment was over & I was told I passed. I was asked if I wanted to move to the next stage of the interview process. I told them yes. I was told I would be contacted within the next day or two, but it took them 5 days. I'm scheduled for my final interview tomorrow. Will update.
    UPDATE: I had my final interview & I was offered a position on the spot. I was pretty nervous, but I always kept a smile on my face. All the questions I prepared for, they didn't ask. The final question was why should we hire you? They only asked 4 questions total. They first three were situational. Tell me a time when....? Make sure you use the star format. After the questions we did a role play. I had to pick a device & sell it. I chose an iPhone. After the role play the interview was over. I asked several questions. I interviewed with the director & assistant director. Afterwards they gave me a tour of the call center. They spoke with me for a while about how everything operates. At that point I was feeling pretty confident. I was really engaging & they didn't hesitate to answer all my questions & tell me all the perks. After the tour, they made me wait in the lobby. They came back out five minutes later and offered me the job! My advice is smile at everyone while you're waiting in the lobby to be called for your interview. I happen to speak to both of my interviewers without even knowing who they were, so my first impression was already made. Be confident! Know & understand the star format before your interview because you'll be required to answer all questions in that manner. Make sure you ask questions. I asked what a typical day would look like? What's the next steps in the interview process? And I asked my interviewers how long they had been with the company? They both seemed to love telling me about how they got to the position they were in.

    Interview Questions

    • Phone interview: Why Verizon? Where do you see yourself in 5 years? Tell me a time where you delivered exceptional customer service? Then we did a role play scenario.

      Face to face: 3 situational questions (Name a time when..,?).
      Why should me hire you?
      Role play (sell me interviewer something of my choice).
       
      Answer Question

    Negotiation

    No negotiations, but the pay is decent, the benefits are excellent, the discounts are unmatched & guaranteed a raise every year.

  8.  

    Customer Service Representative Interview

    No Offer
    Neutral Experience
    Average Interview
    No Offer
    Neutral Experience
    Average Interview

    Application

    I applied online. The process took 2 weeksinterviewed at Verizon Wireless (Tampa, FL) in July 2014.

    Interview

    I submitted my application and resume online and received an email from a recruiter wanting to schedule a phone interview. I scheduled for a few days later and the recruiter asked a couple of star behavioral questions and asked about my experience. At the end of the call she asked me to schedule and assessment at the Tampa location. I took the assessment and didn't finish ALL of the portions and was escorted out when I was done without a word on whether I passed or not. The following day I received a call advising that I passed the assessment and that they wanted a face to face interview as soon as possible. Being a Tuesday I went ahead and scheduled the interview for the following day. I interviewed with a Tech support manager and the director of the call center and they asked numerous behavioral questions,experience questions,and then had me listen to a couple of call snippets and critique and answer questions about it. I then left the interview without an offer and no idea as to how well I did. The director seemed surprised that I'd been out of the workforce for a little while even though I'd clearly communicated that to the original recruiter so that was kind of awkward. It's now almost a week later and still haven't heard anything.

    Interview Questions

    • Listening to calls and giving a critique and answering questions about it.   Answer Question
  9. Helpful (1)  

    Customer Service Representative Interview

    Accepted Offer
    Accepted Offer

    Application

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

    Interview

    There is a standard phone screening. After this, you are then invited to take a rather lengthy series of exams and tests. Once this is completed, should you pass, you are then invited back for an interview with no less than two people. During this interview, you will be required to answer STAR questions, listen to calls and review them, and discuss your resume.

    Interview Questions

    Negotiation

    There was no negotiation phase. You start at the bottom and they offer the start date and advise you of your salary.

  10.  

    Senior Customer Service Representative Interview

    Accepted Offer
    Positive Experience
    Average Interview
    Accepted Offer
    Positive Experience
    Average Interview

    Application

    I applied through other source. The process took 4+ weeksinterviewed at Verizon Wireless.

    Interview

    The hiring process is long and with several people as most companies, the company is very hard to get into for call center positions but if you speak well and have great communication skills you will have no trouble getting into the company.

    Interview Questions

    • The standard "how did you handle the time when you?" is the main question, the company wants to know that you can handle difficult customers.   Answer Question

    Negotiation

    There wasn't a negotiation phase, the salary is standard when I was hired.

  11. Helpful (3)  

    Customer Service Representative Interview

    Accepted Offer
    Positive Experience
    Average Interview
    Accepted Offer
    Positive Experience
    Average Interview

    Application

    I applied online. The process took 3 weeksinterviewed at Verizon Wireless (Dublin, OH) in June 2014.

    Interview

    It took me close to three weeks before being asked for the job out in Dublin Ohio. The reviews below are about the same as i went through:

    (First week) First step was the phone screening which lasted 45 minutes (Tuesday). i get nervous regardless that i passed it and drenched my t-shirt lol. It was simple questions about your employment history, benefits that come with working at Verizon, can you work any type of hours, why you want to work here type of questions. I could can tell the phone interviewer was very 'scripted' as he was robotic sounding over the phone. Working in another call center myself, i can understand that we have guidelines of how professional we must be but, there was zero emotion in his tone. Very strict and i didn't want to lose an opportunity trying to 'loosen' him up.

    (First week) After the phone screening, i was immediately asked to come up to the office to do an assessment same day. I was unable to therefore, it got scheduled two days later (Thursday). The Assessment was 7 parts which challenges you to focus, listen, read, and choosing the correct answer in the allotted time. I had two challenges with one being the listening part, containing 3 dialogues and selecting the best/moderate/worst answer. You may like answer 'A' and go with best choice, then when you listen to 'B', you may have a change of heart. This held me up for a bit and i didn't get a chance to completely finish the last one in time. The other one was multitasking which involved matching numbers while listening to a phone call and transferring that call to an available agent. I thought it would be fairly simple until you listen to the call, then as soon as you try to transfer it to the correct rep, they go unavailable haha. So i played with the numbers part until they went available and continued to do my best. It took me roughly 70-80 mins to complete. I passed and was asked if i wanted to do the in-person interview. I once again had to ask for a different date and was given next week.

    (Second week) Verizon called me and asked if they could get me in earlier. I accepted to come in earlier. The in-person was basic knowledge of yours skills for the job, employment history, STAR questions, and listening to phone calls then asking a few questions on what you would have done better or if the rep went above the beyond sort of thing. I had a tiny bit of trouble keeping focus because I had my interview within the Supervisors cubicle. To the left, i could hear another Supervisor conducting an interview with somebody else, then behind me, there was a rep taking calls. I felt the interview went great. I was physically and mentally prepared for i wanted to take a big step forward career wise.

    (Second week) I was told on the same week (Friday) that they wanted to offer me the job. Alright!!! Now i'm currently in the process of having the employment background/criminal check done. You have 48 hours to complete a drug test. They will e-mail you all of this information on who to call, and setting up your account.

    (Third week) I received a phone call from there third party company 'Acheck' to provide some information. I submitted my drug text within this week and am now just awaiting for everything to clear. Since fourth of July is this week, i'm unsure if it will finish before this week or if i have to wait till next week. Either way, i'm pretty confident everything will be okay. Start date will be July 14th.

    I felt a sense of pride when offered the job. You really believe you deserved it for not just anybody can pass an assessment/interview. I am excited and ready to work for Verizon.

    Interview Questions

    • What is your greatest weakness?   1 Answer

    Negotiation

    Zero negotiation. They tell you what the salary base is going to be. Its even posted on the job posting.

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