Got an email for a phone interview and set a date and time with Recruiting as soon as possible. Side note: I am in MST and was called a bit earlier than anticipated but I called back as soon as the call stopped ringing just in case and ended up being them. I had interviewed before and was remembered, so the call didn't take too long but anticipate 15-30 min. I was given information about a new hiring process they were taking since last time I interviewed (about a year ago) and was told to focus on escalations and so I did my research. The call did take about 15 min. and I was emailed 4 days later with my scheduled date and time for the in-house interview. The day of, I came in 15 min early and signed in as they notified recruiting that I had arrived. Recruiting came and got me, like I mentioned, he remembered me since last time and didn't really show me around since I had been there before. But they'll show you around, give you a tour and whatnot. They took me into a small huddle room and we chatted until closer into the time and he went and got my first interviewer, a CS Email & Chat supervisor (Don't remember the title specifically, but he did say they don't take calls just handle emails and things like that. He was kind, very personable but he did look at his computer a couple times as to be reading something else while I was talking. I do know they takes notes on the computer as we go. It was ok. At one point we got to chatting so much but we then proceeded with the questions. It was very easy going and nothing to be nervous about. I then interviewed with two coaches who are CS leads. They were also nice and a little quiet at first but we all opened up and eventually I answered all their questions with ease and I was pretty comfortable throughout. One of them did a compliment me on the research that I had done which I was grateful for. There were no mock calls done like last time so I think that was the whole process they were trying out. They also did ask for examples of situations with irate customers. I have it my best and overall it went well. I felt I did great and so did they considering this was a new way of interviewing they mentioned they were trying out. I liked it significantly better!