Alot of what the others mentioned is spot on. The steps are as follows: 1. Apply online 2. Take an online test 3. Schedule a phone interview 4. Go in person for a computer test, specifically testing words per minute/accuracy and how you would handle fictional call recordings/emails on a computer system. This part was pretty straightforward, you had to take down around 9 pieces of information per customer, click on the appropiate Claims/Service/Sales tabs and enter the information they provided you. 5. First in person interview 6. perform a roleplay where the person that interviews hands you a paper with fictional details about a company, gives you 20 minutes to read through it and then calls in as if they were a customer and you have to answer their questions/offer services etc. 7. Shadowing, which involves sitting behind one of their customer service reps, listening to their calls, taking notes on them and asking them questions. Note: The rep you sit with will have to give feedback on you to the hiring managers so make sure to ask questions and be somewhat engaged. 7. Next is an in person interview with one or more hiring managers. And that's it, it's a little intimidating but nothing out of the world. The final interview is grueling and consists of upwards of 15 questions. The roleplay can be a little nervewracking but everything you need to know is on the paper. Be prepared to set aside at minimum around six hours for the entire process. You will be given the option to do it across two days instead of all in one sitting. If you are offered a position they will likely request a background check afterwards as well. As for the hiring process, well i wasn't called back on the position, and i personally felt the interview went over really well but evidently they thought differently. But make sure you ask when training is scheduled to begin because had i been offered the position i would not have started training until a good month later, and it seems that training starts with getting you to pass a state certification exam, which if you fail you will be terminated on the spot. All in all despite being exceedingly long the overall experience was positive, but I am a little bit disappointed they did not contact as promised to inform whether i had been hired or not. I was told I excelled at the computer/roleplay tests and I have prior experience in call centers and customer service but was not offered a position. So i advise you keep your wits about you, and don't let your qualifications get to your head when applying as they seem to be quite picky with who they choose to take on board.