Liberty Mutual Insurance Customer Service Representative (CSR) interview questions

The first step was a telephone interview where I were asked basic questions about why I were interested in the company, the hours I were willing to work, etc. I was also asked questions and asked for specific examples of instances in past jobs where I met are exceeded a customers expections, how I handled a difficult customer, etc. The second step was a group/panel interview conducted on-site with the branch manager and a supervisor. This was a structured interview with set questions, again mostly asking for specific examples of times in past jobs where I handled difficult customer service issues, how I communicate with customers, etc. As part of this interview I was also given a series of skills tests including typing, reasoning and comprehension skills. I was then asked back for a second on-site interview with another member of the management team. This was basically just an informal question and answer opportunity with no standard interview questions. My understanding is that not all job candidates have this second on-site interview.