Progressive Insurance Customer Contact Representative Interview Questions

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Customer Contact Representative Interview

17 Sept 2014

Anonymous interview candidate

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Interview

Applied via an employee referral in early Oct, received a link via email to go online and complete profile for application. Did not hear anything until early Dec at which point I received an email to complete a pre-employment test for a Customer Service Rep. The test takes about 45 mins to an hour and you have 5 days from receipt of the email to complete the test. Received a call mid Dec to schedule a phone interview (approx 1 hr). Lots of behavioral questions or Targeted Selection questions. Progressed to the next phase at which point they ask you to complete information for your background check even tho they haven't actually done a face-to-face interview yet. Received a call early Jan for another phone interview (approx 1 hr). More behavioral questions. Received a call a few days later to schedule an in person interview. The in person interview is not like any I've ever experienced. It will last you up to 3 hours and you will interview with 2 different managers (1 hour each) that have no affiliation whatsoever with the position you are applying for. I guess they randomly pick 2 managers on campus to interview you. You'll receive an email confirming your scheduled interview at which they encourage you to note any questions you might have about the job, the company and the work environment to ask the managers during your interview.The fact that they aren't affiliated with the job I interviewed for made it difficult for them to answer my questions about the job and work environment (management style, communication style, etc.) because each manager and department is different. They both weren't able to answer most of my questions, or tried to guess at the answers, which I felt made me look like an idiot, even tho they stumbled over questions about the job. One manager was from Accounting and the other was from Marketing. In between the interview with each manager they give you a quick tour of the facilities and take you to shadow a Customer Service Rep for about 30 mins where you can ask them questions about the job, calls, etc. Pay attention because when you meet up with the next manager they will question you about that experience. You are asked even more behavioral questions during the In person interview. Received a call telling me I didn't get the job, I was happy about that.

Interview questions [5]

Question 1

Work History... Why do/did you want to leave this job? Describe your duties and responsibilities in your job? What do/did you like most/least about your job? Why did you take a break from the workforce? (if applicable) Building Customer Loyalty..... What skills or qualities are important for dealing effectively with customers over the phone? Give me an example of a time when you displayed these skills or qualities. Tell me about your most difficult customer. Describe the interaction (listen for attitude and approach). What was the outcome? We've all had customers who think they know exactly what they need, but later they discover that they really needed something else. Tell me about a time this happened to you. What did you do?

1 Answer

Question 2

Applied Learning... When faced with a change in a system (and/or process/procedure) how did you learn and then apply the new information? Provide a specific example. Tell me about a time when you used multiple systems to accomplish a task? How did you learn to effectively alternate between multiple open screens? In any new job, there are some things we pick up quickly and other things that take more time to learn. In your job at -------, tell me about something you picked up quickly and something that took more time to learn.

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Question 3

Work Standards...... Tell me about a time you disagreed with your manager's decision/direction. What did you do? What was the result? Tell me about a time when you had to refer to guidelines to accomplish a complex task? How did you know it was necessary to use the guidelines? We're not always satisfied with our performance. Tell me about the most memorable time that you weren't pleased with your performance. What did you do about it?

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Question 4

Decision Making..... What sources of information have you used to solve problems? Tell me about a time when you used one or more of those sources. (Listen for effective use of information.) What complicated problem have you had to deal with on your job? Describe how you identified or gained a better understanding of the problem. What did you do? What was the outcome? Tell me about a time you needed to elevate a situation to your supervisor. What were your reasons for involving your supervisor? What happened?

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Question 5

Motivational Fit..... What personal goals have you recently set for yourself in the workplace? What steps are you taking to achieve them? (Challenging work) Tell me about a time when you received a lot of feedback at work. How did you feel about this situation? (Continuous Learning)

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