Member Services Representative Interview Questions

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“Unexpected question: When was the last time you were in a leadership position and how did you handle it?”

“Most of the questions was situational questions. Like tell me about a time you went above and beyond for a customer? Tell me about a time you made a mistake and what did you do to correct it?”

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“How did you handle a difficult situation that needed customer service right away?”

“If you were alone (no supervisors around), there's people calling on the phone a long line forming and a difficult customer at the front of the line what would you do?”

“What area do I need to improve in?”

“Can you never have an excuse or be involved with any drama that prevents you from getting to work?”

“How would you define "Taking Ownership" of a telephone call as a Kaiser Permanente Employee.”

“How would you handle a difficult caller who found out that their COBRA coverage was cancelled?”

“What is your best attribute to this company?”

“Do you have any questions? (x3)”

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