Alpine Access Customer Care Professional Interview Questions & Reviews

Interviewed Apr 2009 in Fort Myers, FL (took 2 weeks)

Initial application is filed online. Specific questions about your background and experience are required. If acceptable you take a voice interview test via telephone. You call a number provided to you and answer 6 basic questions. This is to evaluate your speaking voice, your diction, any accents that might be hard to understand and how articulately you are able to answer the questions. An example would be how would you define delivering outstanding customer service. If you pass this phase you receive an email with a link to a website where you take a two part test. The first part is a skills test that simulates aspects of the job (order taking, responding to a request for more information, banking transactions such as how to handle and code deposits and withdrawals, account query for wireless customers, etc.). This is a timed test which measures your accuracy and your speed, you won't score 100 on every section and that is okay. Part of the test is just via online questions you answer, part is clicking on a link that will act as a simulation, meaning it is a customer calling. Each call will vary so for instance if a caller leaves their name, address and telephone number, the measure of success would be how fast you can type this information on the screen, how accurately, how fast and whether you have to click to have the customer repeat themselves.

If the section is passed, the next is a personality test and style test to determine if you are the right candidate to work from home without direct supervision and without benefit of coworkers. There are no right or wrong answers and a lot of answers are asked slighlty differently more than once so you can't guess the right answer, just tell the truth.

If this section is passed you then qualify for a job offer. Your recruiter will contact you when they have a specific client offer that matches your qualifications and they then offer you a job, identify the requirements and provide the salary, training and work schedule requirements. Total elapsed time varies on how many applicants are in the hopper and when a job comes along. Generally from initial application to final test is about 2 weeks assuming you reply quickly to each step of the process. Time to get an actual job offer varies widely depending upon time of year and when they actually have openings.

Overall an outstanding and very selective process, they claim only 3% of applicants are offered a position and I can see how that would make sense. Recruiters are very knowledgeable about the business and most of your contact is via email. Feel free to email with any questions and they usually provide prompt answers. Alpine is not big on live one on one interactions and most of communications are done via email or instant messaging.

Initially the work culture comes across as very much a team and caring concept and for the most part that is true until something goes wrong and then forget it you will never hear from anyone again. This is sort of a "pollyanna" environment, as long as all is percieved to be fine management is happy. If there is the slightest indication that all is not well, then management doesn't want to hear about it, so the sweet happy we all love it hear vibe is just a facade, which is a shame because for the most part the actual workers are really happy and content.