Verizon Customer Service Representative - Call Center interview questions

1/13 Applied online. 1/14 Received an email for the next step which was an online assessment. (you have so many days to complete) I did mine on 1/15 7 step process. Took you through scenarios of how to handle calls. Listen to numbers while entering them in system, listen to customer and answer needs based on multi choice. Hardest part was a multi task section where you had to get the customer to the correct representative, sales, tech support..etc while also verifying a series of matching numbers. 1/15 Received an email for the next step asked for more information about application. Verify address etc. (assumed that the online assessment was successful) 1/16 Received first phone call to schedule a phone interview. They email you a confirmation of time and date along with information about how to handle the phone interview. Very useful. 1/17 phone interview. Asked about your background and gave you information about Verizon and the position. If everything goes well they will schedule an in person interview. Mine was for the next day 1/18 in person interview. Bring ID for security. Interviewer sets up on an Ipad and is very honest about not being able to make eye contact as they are inserting your answers for the data base. Ask basic questions and then put you through role play. You answer the call they give their name and the problem and you help them out. You have a cheat card to use. After the role play the interviewer asks what your reasoning was behind what you said why you said it and your overall outcome. They give you heads up for a better role play the next time. I had pen and paper and asked if I could take notes. Jotted down name and brief notes on the issue so I could reference them when speaking back. Interviewer seemed impressed. You do 3 role plays. If interview is successful you get a tour of the facility. Once interview is complete you are allowed time to ask questions. After everything they tell you you will hear back in 3-5 business days. 1/26 received call for job offer. Only downfall on this was that after 5 business days I didn't hear back so I called the recruiter and they didn't receive my in person feedback. The interviewer was off and so we had to wait a few days for reply. (hence the 1/26 date for job offer) Accepted the Job and training starts 2/26

I applied on line. Three days later they sent me an assessment.It said it takes 90 minutes. It had behavioral type multiple choice questions. some multi task typing and listening skills activities.few other tests including ability to think and problem solving skills.But there were no questions about any devices.Four days later they sent me an e-mail to schedule a phone interview with a recruiter.Also they sent me three videos to watch and they mentioned recruiter will ask questions about the videos. I had the phone interview about five days later.(yesterday) Hope I will get another interview.