Phone screen looks for basic "can do" and "will do" items. Willing/able to travel for 2 wk long training? Willing/able to work OT on short notice? One-on-one interview with at least two levels of management, possible as many as four if branch manager requires participation - some do, some don't. First level interview reviews application and resume, questions technical skills (PC proficiency, office product proficiency), administers match skill test, administers personality test (although it has a different name). If math test score is acceptable, second level interview delves deeper into customer service skills - best customer service experience, worst experience and WHY, what will current or recent manager say about you (best and worst). Next interview is conducted later after the personality test is processed. Additional questions focused on those results - "give me an example", "tell me about a time" type questions and general review of company and job expectations are provided, including compensation. Successful completion results in tentative job offer contingent on drug screen and background check.