The initial interview was done on the phone to find out if you qualify for employment. If you do, everything else is done online where you have to pass two different tests. 1, is a skills test based on the skills you'll need to complete the job. 2, customer service test to confirm that you share the same customer service values and techniques the company has been built around. You only get two chances to pass each test. Also, both tests must be passed to qualify for employment. Once both test have been completed, they perform a very thorough background check and send you for a drug screening.