The interview process was very laid back when I was hired. Over time, the interview process has evolved to include a mock-phone call test, in which the interviewee will need to navigate the site to answer questions from a "student". The student usually asks about the company's "Higher Score Guarantee" policy. Don't think on your feet, instead, take the time to retrieve the accurate information during this process. The interview also involves shadowing other employees as they take phone calls, and meeting with team leads and managers. They're looking for skills centered around conflict resolution, attention to detail and good listening skills. A knack for documentation will also come in handy.

Contacted via phone and asked to come in. Interview took one day, received response for follow-up phone interview more than 14 days later. Second interview came by phone and was given offer at the end of phone call.