Aetna Customer Service Representative Interview Questions | Glassdoor

Aetna Customer Service Representative Interview Questions

Updated Feb 3, 2017
78 Interview Reviews

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Helpful (2)  

Customer Service Representative Interview

Anonymous Employee in Tampa, FL
Accepted Offer
Positive Experience
Difficult Interview

Application

I applied online. The process took 3 weeks. I interviewed at Aetna (Tampa, FL) in January 2017.

Interview

Fill out short app, wait a week for them to call, complete a phone interview when they do call, wait another 3-5 days for another call, when they call 2nd time it would be to schedule a in office interview, 2 ppl are interviewing you at one time, they have about four sheets of questions and they are writing your answers down the entire time, wait another 3-5 days for them to call and say to fill out second app if they liked you in the interview, your recruiter will send a link to fill out app that expires in 72 hours if not completed, nothing can be copy or pasted or the app with time out, 2nd app is a pain but I managed to get through it you have to list all addresses you resided @ for 7 yrs all jobs that you held in 7 years, and any traffic violations you held in the last 3 years...then you print out a FCRA form fax it to them upon completion of your application. Then you wait for them to call you back again which takes about 3-5 days to say we've heard some really good things about you and we want to extend you an offer you will receive a email to schedule drug test you have 48 hours to complete the durg test if after the 48 hours you haven't taken it they withdraw their offer of employment you call up the drug test place and they schedule an appt in your area and they call you 72 hours before the start date to give you instructions for your first day and that is pretty much how the interview process works

Interview Questions

  • How many system do you use @ one time   1 Answer

Other Interview Reviews for Aetna

  1.  

    Customer Service Representative Interview

    Anonymous Employee in New York, NY
    Accepted Offer
    Positive Experience
    Average Interview

    Application

    I applied through an employee referral. The process took a week. I interviewed at Aetna (New York, NY) in January 2017.

    Interview

    Sent in resume for a call back
    Next morning for an interview. About 45 minutes long. 15-20 questions.Two supervisors in a conference room setting. Interviewed on a Monday got a call back with a job offer a week later with an email stating my next steps in completing my hiring paperwork.

    Interview Questions

    • Typical customer service questions, why do you consider yourself qualified for the position, would you have a problem with keeping clients information private etc..   Answer Question
  2.  

    Customer Service Representative Interview

    Anonymous Interview Candidate in New Albany, OH
    No Offer
    Negative Experience
    Difficult Interview

    Application

    I applied through an employee referral. The process took 4 days. I interviewed at Aetna (New Albany, OH) in January 2017.

    Interview

    The interviewers were nice. The questions they asked had nothing to do with customer servicing. They were the behavioral inquisitions. Some were easy to STAR to, others seemed to be constructed as a corporate-related, office type.

    Interview Questions

    • Describe a time when you had to go out of your way to get a task done and meet the deadline?   1 Answer
  3. Helpful (4)  

    Customer Service Representative Interview

    Anonymous Interview Candidate in Fresno, CA
    No Offer
    Negative Experience
    Average Interview

    Application

    I applied online. The process took 2+ months. I interviewed at Aetna (Fresno, CA) in August 2016.

    Interview

    Applied online about a month or two ago, got a phone interview on Monday (8/15), then they scheduled me for a in person interview with a hiring manager for that Thursday(8/18). Was told I'd get an email that same day confirming the interview time and date for Thursday. After waiting.. I received nothing. Called the recruiter back 6 times to find out what was going on.. 3 times on Tues and 3 times on Wednesday. I left voicemails and finally Wednesday evening I get a call back. Recruiter lets me know that the hiring manager wasn't interested in interviewing me after looking at my resume and that the interview had been cancelled. I asked why, he couldn't answer, and told me he thought my resume was great and I had great qualities that even showed during the phone interview. That he was sorry that all teams are different and to apply again when another position became available. It would be nice to know what made that hiring manager not even give me a chance to interview when the recruiter loved my resume, my experience, and my interview answers. Also, I think management and the recruiters should have more communication with each other so the recruiter will know next time what management really wants. Because they obviously had different opinions on who was actually qualified for the position. Poor recruiter sounded so flustered while he was telling me everything.

    Interview Questions

    • Tell me of a time when you had to deal with an upset/angry client, what do you do to resolve it, and what was the outcome?   Answer Question
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  5. Helpful (3)  

    Customer Service Representative Interview

    Anonymous Employee in Chicago, IL
    Accepted Offer
    Positive Experience
    Easy Interview

    Application

    I applied through a recruiter. The process took 2 days. I interviewed at Aetna (Chicago, IL) in August 2016.

    Interview

    I was asked ONE interview-based question and then he went into details about salary, training, and shifts. He may it crystal clear that there will be no time off during the four week training classes. This call center had new technology, and wifi throughout the entire center and is very state-of-the-art. I have worked in many call centers and was very impressed with this one.

    Interview Questions

    • In your opinion what are essential elements of customer service?   Answer Question
  6.  

    Customer Service Representative Interview

    Anonymous Interview Candidate in Franklin, TN
    No Offer
    Neutral Experience
    Difficult Interview

    Application

    I applied through other source. The process took 3 days. I interviewed at Aetna (Franklin, TN) in June 2016.

    Interview

    The process was surprisingly lengthy. It actually took an hour and a half & included 5 or 6 pages of pretty difficult questions ranging from explain the last 9 jobs you've held over a 20 year career, exactly what you did at each one & why you left. That was just the beginning with the department head. Then she brought in another manager and we started all over again with detailed descriptions of the past 20 years old my work history. Plus the usual queries about where would I be in 5 years & how did I handle serious mistake or conflict at a past job. All this & I didn't even get the job.

    Interview Questions

  7. Helpful (5)  

    Customer Service Representative Interview

    Anonymous Interview Candidate in Wichita, KS
    Declined Offer
    Neutral Experience
    Average Interview

    Application

    I applied online. The process took 5 days. I interviewed at Aetna (Wichita, KS).

    Interview

    Face to face interview. General customer service type questions. Had first interview with supervisor and was then passed on to upper level supervisor. I believe you are not passed on unless they like you and are prepared to consider hiring you

    Interview Questions

    • Will you have a problem committing to the training schedule   1 Answer
  8. Helpful (3)  

    Customer Service Representative Interview

    Anonymous Employee in New Albany, OH
    Accepted Offer
    Positive Experience
    Easy Interview

    Application

    I applied online. The process took 5 days. I interviewed at Aetna (New Albany, OH) in March 2016.

    Interview

    interview lasted about an hour, and to conduct a mock incoming call. the whole process was very smooth and upfront. had interview with a trainer and a customer service supervisor, was told alot about the position I was interviewing for felt confident that I had the position

    Interview Questions

    • Tell me about a time you had to interact with an angry customer   Answer Question
  9. Helpful (16)  

    Customer Service Representative Interview

    Anonymous Employee
    Accepted Offer
    Positive Experience
    Average Interview

    Application

    I applied online. The process took 1+ week. I interviewed at Aetna in September 2015.

    Interview

    Filled out an application. Got a call next week for a phone interview (totally unexpectedly,no prior email nothing). Right after the phone interview scheduled a face to face interview. It was very nice. People seemed professional and relaxed. It lasted about an hour. They told me I ll hear back in few days. The next day got an email to fill our an application for a background check. I did. The day after that I got a call from the hiring manager just follow up on me to make sure I filled everything out. It was a labor day weekend so I got a call following Tuesday with a job offer and the instructions for a drug test. Very nice experience

    Interview Questions

    • if you to open a business, what qualities would you look in your employees and what do they mean to you?   Answer Question
    • How would you handle communication a very upsetting information to a client?   Answer Question
  10.  

    Customer Service Representative Interview

    Anonymous Interview Candidate
    No Offer
    Positive Experience
    Difficult Interview

    Application

    I applied online. The process took 3 weeks. I interviewed at Aetna in October 2015.

    Interview

    I completed a brief phone screening with an Aetna recruiter. After speaking with her, I was advised I would hear back within a week about proceeding. I heard back 5 days later to schedule a phone interview which was scheduled to be one hour long, but seemed somewhat rushed. I was advised there would not be a face-to-face interview for this position and would hear back within a week with a decision.

    Interview Questions

    • Tell me about a time when you had to go out of your way to help a customer.   Answer Question
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