Application Submission + Virtual Job Tryout Invitation & Submission ( Nov 15 ) - Did a lot of these at the time so I can’t recall it exactly, but I remember it being pretty standard. If you google ‘at&t virtual job tryout’, the first link brings up a pdf of what it consist of, listening to customer dialogue and choosing the best course of action, etc. Live Virtual Interview Invitation ( Nov 26 ) -> Live Virtual Interview ( Dec 10 - this was the earliest available ) - Interviewer was not very interactive, spent 10-15 seconds after each answer in silence as they type notes from your response, then just say “okay”, and ask the next question, so it felt like talking to myself at points. Lasted a little over 40 minutes. - Introduction → questions you have → go over position mostly by reading a document that is sent prior to interview → a few situational based questions (best to answer specifically, STAR) - Your work history and current/latest position. (Also if you have ever worked in a call center, not mandatory, but maybe you’ve had a position that dealt with customer service over the phone at least some, you could mention that) + experience with technology (software + hardware). - A time you had to negotiate with someone - A time you had to deal with a difficult/demanding customer - How you stay organized and motivated when working alone (w/out direct supervision) - Describe a past position you have had where there were strict and important guidelines that had to be upheld. --------------- Ended with two ‘mock customer calls’ with the interviewer. Sort of awkward but simple and just needs a response as you would to any customer calling you (prompts below). Lastly a final opportunity to ask any further questions before ending the interview. ---- Answer the phone to an upset customer who is calling to cancel their service plan due to the high price. Try to offer an alternative to keep customer retention. Interviewer supplies three example plans prior to the mock call and allows time to write them down. Remember they strive for ‘one call resolution’, so try to best fix the issue (keep their business) in the mock call. ---- Answer the phone to a customer, currently with a different provider, who is calling about a promotion they heard for an AT&T plan. Persuade them to purchase a higher cost plan.