After submitting my application and filling out their questionnaire, I immediately received an email to complete a secondary application that wanted more details. The next day I got an email asking me to complete a video interview, which was an on-demand video interview where I was required to record myself answering various STAR type questions as well as some basic questions about myself. A few hours after I submitted my video interview I was called to schedule a face-to-face interview. The questions asked at the in-person interview were easier to me than the ones in the video interview (still mostly STAR questions) - except the one in person also involved a mock call where I was the representative and my interviewer (after leaving the room and being gone for 10 minutes) called and played the customer who was canceling service. I managed to not get her to cancel outright but to switch to a different service. 2 days later I got a call to complete a background check and to go in for "a day in the life" the following week (which is like a job shadowing experience).