The hiring process is a 5-stage process and is fairly elaborate. Qualified candidates can expect to spend 5-7 hours in a rapidly thinning lobby and various other rooms before they receive an offer. -Preliminary stage is a phone interview. It's difficult to fail this portion. It's mostly to make sure you're an eloquent speaker and you meet their minimum requirements. Also, serves to schedule a real interview date. -First stage is a two-part computer literacy test and then a personality test. Part 1: listen to a pre-recorded voicemail or email, then navigate multiple windows/tabs and type relevant account info (no predictable order). Part 2: Standard WPM timed typing. Any millennials should have no problem with this portion. Part 3: Personality test. "Do you like to be the center of attention?" Stuff like that. -Second Stage is a face-to-face interview. 70% of the questions were regarding "How would you handle an upset customer?" A few others "Why do you want to leave your current job?" "What skills have prepared you for this job?" If you pass the interview, you move on. -Third Stage is a mock phone scenario where you have to role play the phone center environment. You are given 20 minutes to familiarize yourself with a fictitious insurance company and it's policies. Skim the pages and HIGHLIGHT relevant phrases, you have no chance of memorizing everything! That way you can reference them quickly during your phone call. Remember the broad strokes and refer to highlights seamlessly during phone call. Your interviewers may take up phony accents and bad attitudes in an attempt to throw you off. If you lose your train of thought, salvage the situation by saying "allow me a brief moment to review your account information" instead of saying ummm or uhhhh. Remember, try to close the deal on promotions (don't just offer it). Let the customer know how valuable the service is (it pays for itself based off your claims history) and never let them cancel their service without a trying to turn them around. -Fourth stage is just a shadowing portion, where you listen in on an actual employee make live calls. Relax, get to know the gist of things and see if the job appears enjoyable to you or not. -Fifth and final stage is a face to face interview. You're not out of the woods yet, this is an actual interview by the person who actually hires you. Between studying the day before and everything you've learned over these long 7 hours, you should easily be able to craft targeted answers to ace the final interview. Key concepts for applying with this job: Multitasking is huge. Fast paced. Unwavering professionalism regarding upset customers. GEICO loves a great attitude.