OneTouch Direct Customer Support Representative Interview Questions
& Process

The interview process was ok they conducted a group interview and asked general questions on previous work history. Then they assigned a task of making an app that could be used everyday and split us into multiple teams. After presenting they separated the people who did not make the cut. We were then given a tour of were we would be working. After the tour they gave a surprise on site drug test. We were then asked to submit our information for a background check. I was emailed two days later that I did not qualify due to my background having misdemeanors for traffic and wreck less driving.

I got a call from a recruiter really quickly after applying, asking me some basic questions about myself and telling me about the customer service rep role at Frontier Communications, including the pay. I went to their office, and there were about 16 of us. First, we all had to stand up and introduce ourselves and talk about a previous job we enjoyed. Then, the trainers left and came back to call out names of people who didn't make it. After that, we were split into groups to work on customer service scenarios, like dealing with a bill that's higher than expected. You really had to be on point with these, because the trainers would act like angry customers and you had to use good judgment. They left again, then came back to call out names for people who got the job. They congratulated me, offered me the position, and gave me a tour. Back in the room, I had to take a drug test (they test for everything, apparently) and do some paperwork. I'm still waiting on the background check, which was initiated on July 8th, and they said they look back 11 years. They did give me my schedule, though: August 7th, 3:30 PM to 11:30 PM, Sunday through Thursday.

You'll start in a room with a whiteboard containing questions for the first group activity, led by two people who want to assess your speaking clarity. Then, you'll team up with other candidates for a second group activity where you'll collaboratively solve a caller's problem based on presented scenarios. The lead interviewer will be quite firm, testing your composure as they challenge your responses. Remember to follow standard customer service protocol: start by thanking the caller, state your name, ask how you can help, address them formally (Mr./Mrs. Last Name), and gather necessary account information. The scenarios involved dealing with service interruptions (equipment issues, resets, DVR problems) and handling an overcharge on a statement to prevent customer churn. Following the role-plays, the group will discuss what went well and what could be improved, just like in quality coaching. Afterward, interviewers will deliberate and announce who moves forward. Paperwork will follow, and upon completion, you'll receive your start date and information about your first day, which includes a photo for your access badge. Training spans five weeks, during which you'll receive your base pay.