Applied through indeed.com with my resume (no cover letter). Heard back via e-mail within a week from a customer service manager, who initially asked some questions (some of which are listed below) to respond back to in an e-mail. Had an initial phone screen with another customer service manager, then came for an in-person interview with the 3 customer service managers and the Director of Customer Service. At a later date, you have a roleplay session by phone as if you were the customer service representative, and a manger plays a disgruntled customer. Be sure to have your computer open to their website's FAQs, because they ask questions that are specific to their policies (ie. How much does an add-on snack cost?) that you would not likely know off-hand. After you complete the phone call, you receive 10 e-mails that you have an hour to respond to. The entire process from the initial e-mail contact to when I received an offer letter was 45 days. It only took about two weeks for the phone screen/in-person interview, and remaining 30 days was waiting to hear back from them! I had another job at the time so it wasn't a time-sensitive situation, but I was concerned that they had forgotten about my application. I accepted the offer.

Did an email test to see how you would handle situations, The second part they did a mock call, and the final step was being brought in for an interview with multiple managers.