GEICO Customer Service (CSR) interview questions

The interview process came in 5 steps, not including the initial online application, personality test, and phone interview to set up an in-person interview time. If going in for an interview, plan to spend majority of the day there with GEICO because it is a lengthy process, but well worth it. The first part of the in-person interview process was a typing and multitasking test that takes place on a computer in a testing room with other candidates. This test is timed and weeds out many of the candidates. This test is said to take 2 hours but took only about 30 minutes - 1 hour. You are required to be able to type at least 25 wpm. When everyone is done, you head out to the lobby and the receptionist will take you one by one back into the testing room to give you your test results. My group started with 8 and went down to 4 right after this first part. The second part of the in-person interview is an interview with a hiring manager, and this is just to figure out your customer service experience and a lot of "what if" questions. But this is just because GEICO is very customer service oriented and a lot of the scenarios questions are to figure out how you will really treat the customers. After this portion, they will let you know if they wish to continue with you in the hiring process. We lost one candidate in our group from this portion. The third part can either be done in conjunction with the second part or separately, which mine was done separately, but one girl in my group's was done with her interview with the hiring team member she interview with already. For the third part, it is a mock phone call section, where you are given a scenario as a fake insurance company agent and given some customer profiles (they print double-sided, which I did not realize and had to pull information for one call right out of the air).You are given 20 minutes to read up on the fake insurance company, take this time to practice how to sell the new product and to convince yourself of how great the company's rate plans are compared to forking out the full cost of the bill. You will be given 3 phone calls to demonstrate how you deal with customers and how well you can work under pressure and in a timely manner to take care of the customer. They did not give any guidelines, but ALWAYS apologize, listen intently and do your best to find a solution for a customer so they walk away feeling cared about, and not just another number. After the third part, it was down to just two candidates, myself and another girl. The fourth part of the interview is a listen-a-long in the actual call center with a customer service representative. Make sure you ask for a pen and piece of paper to take notes because you will need them for the fifth part of the interview. This is where you spend the majority of time in the interview, because GEICO wants you to know how it feels to work in the call center and get a taste of what the shifts can be like. So listen intently, watch, and ask questions, but don't try to learn anything because you will learn it all in training when you start. They told us we'd spend about 2 hours in the call center, but I was only there for 45 minutes- 1 hour & 15 minutes. Make sure you are taking notes of the types of calls the representatives are getting, and how they help the customers. The fifth part of the interview is the actual interview with the manager and should be the job offer as long as you pass everything up until this point. They will ask you customer service related questions about your experience and how you could use them in a call center environment, as well as why you would like to work for GEICO. Remember, everything is about team work and taking care of the customer, because they pay your paycheck. If offered the job, you will discuss schedule, training, and attendance. After this, you will sign a few papers and the manager will walk you back downstairs to the lobby where you started and the receptionist will finish up paper work to submit and hand you a company handbook, as well as have you finish any tasks needed on the GEICO application site for your background check and etc.

The process takes several visits. After applying, i received an email within 2 days asking me to schedule my multitasking test. I went in for the test 3 days later. The test was a typing test along with made up typing scenarios. Do not stress too much about this test, but perhaps google some typing games and practice a bit first. After passing that test, they will schedule you for an interview, My interview was exactly 1 week later. This interview was about 1 hour long. The first part was situation questions, job history, basic interview stuff. Next was role playing. I was given information and 20 min to study for a made up company. The interviewer went to next room calling me and pretending to be a customer, I had to handle these calls. It was not too bad! Next after that she said did I did great and was on to next step. Next step was to shadow an associate and listen to them on the phone and see how the job is done. After about an hour of that, they pull you in a room for another interview! I had 3 managers/supervisors ask me more interview questions. After all of that, they left room for a few minutes, came back in and offered me the job.