Lumen Customer Support Representative Interview Questions
& Process

So Lumen uses this AI called HireView to screen candidates. First, you gotta do this virtual interview and play some games, but honestly, they're not clear about how it all works. The virtual interview part has practice questions you can do over and over, and they say it's not saved, but get this – the feedback shows they DO count those practice answers for the AI assessment. Seriously, the practice stuff gets analyzed too. Then you play three games. Keep in mind, your camera and mic are on the whole time, watching your body language and listening to you. If you look away from the game, like at a pet or your coffee, it'll just stop. You can take breaks between games, but the camera and mic are still running. I found this whole thing a bad experience 'cause they didn't tell me the practice questions were gonna be graded. The interview might seem simple, but you have to figure out how to beat the AI's bias. Unless you're an AI expert, it's tough. They're looking for specific keywords, body language, good lighting, all that jazz.

The application process for this role took over a month, beginning in June. After I submitted a one-way interview, I was called several weeks later to schedule an interview with the manager. It was a panel interview with associates in lower-tier positions than the role I applied for, and they asked the same questions from the one-way video interview. They implied I was a strong candidate and mentioned an urgent need to hire. However, it took three weeks to get a decision, contradicting their urgency. After I followed up via email and voicemail, the hiring manager suggested an offer was imminent. But they said they'd already offered the job to an internal candidate who had brief prior experience, despite my extensive experience with a similar company. I'm frustrated by the time invested for an internal hire. Lumen should use internal-only listings to prevent this.

First I had to fill out a pre-employment questionnaire. Then I got a call and did a phone interview, which I passed. After that, I moved to the screening phase and they gave me a date for an interview. This involved a drug screening and background check. On the interview day itself, I had to go on premises for a computerized quiz to test my ability to create professional correspondence. Then there was a face-to-face interview and also a group interview. A few days later, they called me with a job offer and the training schedule.