Interesting process. Submitted my resume on their website and received a confirmation email. Received an automated response 14 hrs later to complete an application.
I received an email 9 hours later from a recruiter to continue to their 'Montage' Interview process. This part of the process is awesome and nerving. lol. You log into this 'Montage' system and complete 4 steps: 1) Enter contact info, 2) Upload your resume, cover letter, references and any other pertinent info to present competence for the job applying for. 3) Record an audiovisual Introduction and 4) Record audiovisual responses for selected questions (pre-determined questions). All recordings can be re-recorded using their system or you can upload video files.
I received an email 9 hours later from the recruiter inviting me to the next step: 2 assessments. The first assessment was an online simulation where you answer calls (again, simulated) and select which answers best-to-worst fit each situation. Unless you're slow at reading, take your time. You'll only receive 3-4 calls so you should have plenty of time to do your best! The 2nd online assessment is what I call the 'Integrity' and job skills check. You'll have a LOT of questions to answer and some will resurface as different questions, but with the intent to see if you're a thief, dishonest, lack integrity, etc. Most company theft is internal so don't go into this lightly. Be honest and careful how you read the questions b/c the evaluation is designed to identify dishonesty and then you can kiss your hiring opportunity goodbye!
I received an invite to interview 2 days later from the local Recruiter. Keep your email and phone nearby because they DO respond on weekends (it’s a 24/7 call center). I spoke with the recruiter and scheduled the interview. Make SURE you get the exact name of who you’re interviewing with.
The on-site interview process took a couple hours. Mine was a 1-person panel. First the Interviewer reviews the job expectations, training schedule to expect and benefits. Next is the STAR formatted interview process (situational questions). Don’t know this format? Look it up and be ready. The interviewer asks about 4-5 different questions to assess how you resolve problems while maintaining professionalism and saving/upselling the customer.
The interviewer will ask you to step out of the room for a few minutes. I think if you’re asked to come back in…you’re moving on to another step in the on-site process. I was asked to come in again. At this time, the Technical Support position was explained then I was asked to state what questions I would ask a customer calling in regarding trouble with a device (i.e. no net signal, tv screen turned off). After that is a Roleplay. The interviewer gives you a packet of information to review for 10 minutes. The interviewer goes to a different room and calls you. You’re expected to answer the call as if you’re a Cox representative, assist the caller with their questions and try to upsell if the opportunity arises (which it will). At this point, the on-site interview is over and they will contact you within 5-7 business days.
I received a call 2 days later with an informal job offer, but a formal offer would be presented in 48 business hours, pending background/reference/employment/education checks were successful. I received a formal offer in the expected timeframe. You then follow the provided links in the email offer to electronically complete and sign it and other documents. You have 48 hours from that signing to complete the drug testing (only a urinalysis needed).
In summary, it’s about a 2 week process with many steps involved, but the pay is decent, benefits start on Day 1 (excluding education – that’s 1 year) and with room to grow. Everyone met so far seem sincerely nice and laid back. Good luck!
