I applied for this position through Careerbuilder.com, and roughly 24 hours later received a link for their Pre-employment test. The exam, which consisted of a few math problems and behavioral questions, lasted one hour. The following morning, I received an email stating that I had passed the exam, and a recruiter will contact me to schedule a phone interview.
Later that evening, I was contacted by a recruiter who scheduled my phone interview for the following week. The recruiter was extremely polite and very helpful. She informed me that the interview will consist of behavioral/STAR questions. The phone interview lasted about 60 minutes or so. This recruiter was also very nice and helpful. We discussed my resume, work history, etc... Then came the STAR questions. This is where the interview process gets tough so bring your "A-Game"! Be prepared to give DETAILED descriptions about actual scenarios you were faced with and answer them in the STAR format; Progessive provides example STAR questions on their website so be sure to review them. I also recommend searching the internet for STAR questions as well.
After the phone interview, the recruiter said that I will be moving onto the Face-to-Face interview, which she scheduled for the following week. Friday morning, I arrived at the Progressive Contact Center in Riverview, Fl. I met with the HR manger for about an hour. She was very welcoming and explained how the interview will go. I was asked what I know about progressive, followed by about 8 behavioral questions. After meeting with her, I was taken to the call center and sat with a sales rep to listen in on some calls. Roughly 30 minutes later, another manger took me back to the interview room for another round of questioning. This interview lasted an hour and consisted of more behavioral questions, followed by me asking the manager a few questions. My advice: ask questions! This makes you appear excited about the company and the position!
The on-site interviews lasted almost 3 hours total, and I was told by the manager that I would be contacted by their HR department in a couple days with a decision. Two days later I was contacted by a recruiter and was told that once I completed the background check, they would like to offer me the position.
Overall, this was pretty thorough process. It takes time, but they want to make sure they have the right person.
Again, be very thorough when answering the behavioral questions- it will be the deciding factor in whether or not you get the job.
