applied online and shortly after took an assessment test. Shortly after that, received an email to schedule a phone interview. I received a phone call from one of the hiring managers about 5 minutes after my scheduled time. He asked a few basic interview questions, nothing too deep, and then put me on hold. When he got back on the phone, he gave me a little more info on the position and what my work schedule would possibly be and how much I would be making. Then I scheduled my official interview for the following week.
I arrived early for my interview, so I checked in at the front desk and then again with the HR dept. Then began the waiting game. The entire interview process spanned about 7hrs for me (i want to say of which about 3 hours of it was just waiting.) So here’s how the day went:
1) Simulation/typing test. This consisted of about 2 practice sessions and 2-3 timed sessions. I would say speed counts but focus on being accurate. This part was about 30 mins or so. When I finished, I was told to wait in the lobby until they called me back in. about 10 mins later, I was called in and told that I passed, and then to wait for the next part.
2) First Interview. Met with one of the HR managers (she was really nice) and spent around 30mins being interviewed by her. I also asked a lot of questions which she was more than happy to answer. Afterward, I was told to wait in the lobby for a few mins. while she got the next room ready for the next part of the process.
3) Roleplay (phone) exercise. I was put in a small room that had a desk and 2 chairs. On the desk was a thin packet of papers (detailing information of a fake company which I had to pretend I was working for), and 5 sheets with the service/policy information of 5 fake customers. I was given 20mins to read all of this information highlight/take notes of the important facts before the HR manager called pretending to be 3 of the customers. After the first call, she gave me some feedback after the 1st call (it’s expected that you make those improvements during the next calls), and when I finished the exercise, I was told to wait in the lobby till I was called back.
4) Second interview. After being called back in I was called in for some more questioning and then was given overall feedback on how I did during the roleplay. I was told I passed and then had to wait in the lobby for an employee to come to get me for the next part. The HR manager also handed me a paper that I would have to fill out for the next section of the process.
5) Employee shadowing. After waiting for about 20mins, a customer service employee came to get me and took me upstairs to the call center. I was put with another employee and listened to customer calls that came in for about 45mins – 1hr. I also asked some questions and took notes using the sheet I was given by the HR manager.
6) Final Interview – The head Hiring manager came to get me and took me to a conference room for my final interview. Another manager was also there. They asked me several of the same questions I was asked in the second interview but worded differently (so they could get more clarity on my answers). They also gave me some more information on the position and training, along with the hrs I’d be expected to work (different from what I was told on my phone interview). This all lasted about 30 mins and then I was told to wait in the room for them to come back. I waited 30mins before one of them came back and finally told me to come with her back downstairs.
Again, I waited for another 15-20mins for her to get back to me before she told me they would let me know the results in 3-5 days.
I was called the next morning by the HR manager I was first interviewed by and told, unfortunately, they would not be moving fwd. with me. I was, however, told that it was recommended that I reapply in 6months and I wouldn’t have to re-do the whole process again, just the final interview.
I spent close to 8 hours overall going through this interviewing process and at least for me, I was able to get it all done in one day. They do give you options to come back to break it up, but I didn’t want to waste my time that way.
I honestly feel that the process for this position is unnecessarily long and drawn out, but I guess they do it that way to weed out the candidates they would like the most, idk.