I got called by GEICO the day after I applied online for customer service rep. I had 4 years call center experience with little customer service experience. Had a phone interview - can't really remember the questions as it was over a month ago. I came in later to take a computer skills test. This consisted of taking fake email and phone messages and inputting customer's information into the system. There is a time limit to input the customer information on each call/email so it is fast-paced and a bit stressful. After that there was a face to face interview with the person who spoke with me on the phone initially. The recruiter basically went over all the companypolicies (dress code, pay rate, work schedule, etc). A few questions were asked about my previous job and some other basic interview questions. Next we did a strange role-play where the interviewer gives you 4 pages of info on a fake insurance company's policies and information. Then you receive 5 different pages of 5 customer profiles (name, address, details on previous "calls" that the customer placed, etc.) I was given 20 minutes to study these 9 pages and then the interviewer called in on a phone and acted like 1 of the customers asking questions about the company and their policy. After the call you are given 3 minutes to summarize the call on the customer's info sheet. Next, the interviewer calls you back and asked how you think you did and what you could have improved on. This continues for another 2 times, with the interviewer pretending to be a total of 3 different customers. After that there will be another interview asking more detailed questions such as... name a positive experience u had with a customer.. name a negative experience with a customer.. name a specific time that you went above and beyond to help a customer.. what are your strengths.. what would your former employers/coworkers say that you could improve on.... After this interview then you will come back and spend an hour sitting with someone on the call center floor listening to calls and filling out a questionnaire about one call. Some questions on this were: did anything surprise you about the call, do u have any questions about the service position, did the employee delight the customer, etc. Nothing too difficult. After an hour of sitting with an employee taking calls, you will then speak to a manager. This was the easiest part of the interview. Some questions were: from observing all the info so far, what do you think a service rep does on the job... did they explain the hours you would be working.. do you know the attendance policy of the company.. what was your last company's attendance policy.. what was your last quality assurance policy (how did they grade you on your job and how often were you monitored).... and finally "do you think this is the job for you?" The interview process was extensive and I felt like I was being interviewed for a CEO position!