I applied online. After that, I received a confirmation email. After that, an online assessment which I passed with ease. Another email prompting me to schedule my phone interview. Scheduled it for the week. Phone interview went well. The recruiter is as sweet as can be, and really wants to help you succeed. The interview questions here are STAR based, and are behavior questions which can be difficult if you haven't prepared at least 5 generic answers to work with (A difficult customer, co-worker, a time when you had a change in policy, strengths and weaknesses, etc) After I passed the phone interview, I was scheduled for a face-to-face the week after. At the facility, you go to the security desk and check in. You wait in the lobby until a supervisor comes out to get you. At this point, you either interview with the supervisor or they take you to the CSR floor where you sit with a rep and listen to half an hour of calls. I found this interesting and informative, as it helped me answer questions the way I thought they should be answered in our interview later. After the first supervisor interviews you (before or after your observing), another supervisor will come in and ask you similar behavior questions about your work history. My advice is to dress to impress, smile, stay upbeat, and be as honest as you can with those behavior answers. Articulate well and MAKE SURE it's ALL ABOUT the customer. That's what they are looking for, someone who cares about their customers and has a willingness to learn and grow with the company. It has been two days since the face-to-face and I got a job offer this morning. I used this site for a most of my interview prep so I wanted to contribute.