Potential interview questions to ask candidates during phone screens or interviews.
Prepare the questions you want to ask ahead of time. Listen carefully to what the candidate is saying.
Remember to remain EEOC compliant when interviewing your candidate(s).
Why did you choose a career in customer service/insurance?
How do you define customer service?
What skills identify you as a strong customer service representative?
What skill or expertise do you feel like you’re still missing?
What do you like best about customer service? What do you like least about customer service?
What do you do to continually improve your customer service skills?
What resources do you need from us to make you successful in this role? What did you use or have available to you in your last position?
How do you keep your day organized?
Describe a typical work day and week for you.
Think of a problem customer you had to deal with on your last job. Tell me what happened and how you handled it.
A long-time customer wants you to bend the rules for them. What do you do?
Tell me about a time when you and your supervisor had a difference of opinion. How was the situation resolved?
Tell me about a time you had a miscommunication with a customer. How did you resolve it?
Tell me about a time when you saw an issue and decided to handle it instead of waiting for someone else to fix it.
Describe when you had to explain something fairly complex to someone else.
Tell me about a time you faced a conflict while working on a team. How did you handle that?
What type of management style helps you thrive?
Describe a time when you helped establish a needed process for others to follow. How did it impact the team’s workflow?
Give me an example of a time when you experienced a lot of change at work. How did that impact you? How did you adapt?
Give me an example of a time you needed to contact a customer about a raise in price. What was their response? How did you handle the situation?
At what point do you bring in a manager or notify the manager of an issue?
Tell me about a mistake you made in a previous position. What did you do? What did you learn from it?
What's worse: Not making a quota every month or not having happy customers?
What do you think is more important: new clients or long-term clients?
Tell me how you obtain referrals.
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