The initial phone "interview" was more of a job offer as I hadn't applied, but there's a simulation of a basic customer service call with an example of what you would see on your screen, once you pass that part (it's very easy, just basic computer knowledge and common sense mostly) then you go to a group intro interview/introduction to the job, and wait for a call to schedule an in-person interview. The interview was pretty low-stress, what they're really looking for is your experience and intuition for customer service. I was hired with a mostly restaurant server background, and later on the manager who hired me in the interview explained that my years of experience in customer service and warm and professional demeanor is exactly what they were looking for at the entry level.