This is a long process took 2-3 months to complete, but the sooner you complete it the sooner you start. I will try to explain it the best way I can. STEP 1 Apply online You start by applying online filling out basic info name, address, etc. STEP 2 Test 1&2 If they like you they send you an email to go to their library building in Long Island that has a parking lot to take a test. THE TEST It includes 5 parts, which are very very easy. They are all timed and if you don’t advance to the next part that means you failed. My advice is be well rested, do not stress, breathe, and skip questions you are stuck on. ***MOST IMPORTANT they will always give you an example before a set of questions follow the examples on how to solve yours. TEST#1 Part 1 You read passages then answer questions on those passages, a couple of meter reading questions, logic questions Part 2 Math without a calculator they show you what to do then you do it very simple read directions Part 3 Math with a calculator again before each set there is an example with a formula you just use the same formula for that set Part 4 spelling and grammar this just tests if you know how to spell or if you know when to use what word example like except or accept There is also questions on how reps write notes, NEVER abbreviate words Part 5 comparing info finding if there are discrepancies. They give you 2-3 charts with info and you need to see if all the numbers or names are the same If you pass it will tell you on the last part from there they will take you into a room and schedule an appointment for test #2 TEST#2 This part is where you actually speak they give you a headset and you will have to record yourself. BILLINGUALS IN SPANISH WILL HAVE TO THIS PART IN SPANISH TOO EVERY OTHER BILLINGUAL IS EXEMPT FOLLOW THE PROCTORS INSTRUCTIONS AND DON’T PRESS ANYTHING YOU ARE NOT SUPPOSED TO OR YOU WILL FAIL There are 4 questions simple enough only the last one is graded so don’t worry about the rest. The only thing you have to know here is you hear everything only once. My bet is write down what the rep says so you know what to say next. For the last question it’s a conversation with a customer so you will have to reply back and forth around 10-15 times. But you hear the whole conversation once. What I did is wrote down key words of what the rep said in each question then I made each question into proper sentence form then I recorded myself. THIS PART IS NOT TIMED STEP 3 INTERVIEW You get a call to come in for the interview in the DeKalb center. It’s a panel interview of 2 people. This interview lasted a little over an hour. Expect basic questions like why you want to work here, what you think CSR’s do, are you flexible, are you ok working when there’s power outages, working overtime because of emergencies. Situational questions they give you examples of customers calling in asking for extensions or what have you. Remember that you have to stick to protocol and leave your emotions at home; you should be empathetic but not to the point where you give customers something you’re not allowed to. Prepare yourself they will ask you over 10-15 questions on your past work experience. It would be good if you took your time out before the interview and wrote down examples of customers who were mean. Who didn’t listen, who didn’t understand, raised their voice, feuds with coworkers, disagreement with supervisors, use of new equipment and how you handled each and every one of these situations (very lengthy). You should get an email within 2-3 weeks with your acceptance or decline it can be shorter or longer they can’t guarantee the time frame STEP 4 Medical Assessments Once you pass you get your offer, which is pretty cool around $18 an hour You will have to go to their medical facility pretty standard. Drug test, eye, hearing, ekg, talk with the doc. STEP 5 training After medical clears you, you will start a training course of 3-4 months 830-430 mon-fri in the same building where you took your test