Progressive Insurance Customer Service Representative CSR interview questions

I got hired through innosource. I had an online assesment and then a call back the next day for my interview 2 days later i scheduled for an interview with progressive and 2 days from that i was givin a position which i accepted. The background check was extremly extensive but no drug test. Confidence and willingness to learn is a PLUS you will work 2 weeks in the hole

So I went through all the steps,took and passed online assesment after 1 week I found out results next step was phone interview, the interviewer was great and said normally she didnt tell people right away but I had made it through to the face to face interview. I received a link to have my background checked and received a phone assesment for my Spanish. I was sure I had the job, the face to face interview gves no room to talk about yourself AT ALL only STAR questions.( I have been in the call center/CSR field over 10 years the last 6 I was management in the call center actually monitored the calls for accuracy and quality). The recruiter called me on the 3rd day to inform me I was not selected because they are looking for someone more "customer service oriented" From other comments I have seen it appears that if you have management experience you are not likely to get hired, in fact the person that I sat with to fill me in on the job details indicate she didnt have much experience before working there. I still would like to apply I feel it is a great company but not sure what they are looking for as it seems they want experience but not "too much"