Verizon Customer Service Representative (CSR) interview questions

The interview process was very cordial and honestly quite relaxed. I showed up about 15 minutes early and was met by a very nice security guard who gave me some paper work to fill out. It wasn't very long or complex. I was then asked to come to the back where I answered a few questioins about my experience and personality. All in all it lasted about an hour. If I remember correctly I got a call the next day telling me that I had the job.

After applying online, I received a phone call to schedule a phone interview. I had my first phone interview and it was pretty basic; telling me a lot of information about the call center, job, requirements, salary, benefits, schedule to see if I was still interested. Asked questions about technology experience with cell phones, experience in a call center, why you want to work for Verizon. The interviewer was really upbeat and friendly and scheduled an in person interview the following week. The first in person interview went like this: I arrived at the call center, met the HR rep, she directed me to a small room where she gave me my application and asked me to go over it and make any necessary corrections, the HR returns and takes me and 3 other applicants to a computer lab where we took several computer tests simulating the call center enviornoment, personality tests, keyboarding/data entry skills, ect., after the test the HR rep brought me back to the smaller office and told me she had seen the results and based on those and the application I was scheduled for an interview the following week. The second in person interview went like this: I arrived at Verizon and met with a new HR rep, we went to a small room where she asked me questions seeing if I was willing and able to work the schedule, asked me to discribe the duties of each of my jobs held, what I liked most and least about jobs, why I left each job, along with several behavioral questions...name a time when you had an unhappy customer how did you resolve it....about 5 or 6 different behavioral questions, the HR rep told me I had been invited to another interview and if I would wait there for 15 mins I could do it then, during that time we toured the facility, the cafateria, gym, computer lab, ect. Met with the Site Supervisor for the last interview, he played several calls on the computer and asked questions about each of the call such as how did the associate personalize the call, take responsibility for the problem ect, followed by a few behavioral questions and why should I hire you instead of John Smith