201. Phone Support interview process

This article showcases the agenda in an interview session for the Phone Support Role. This serves as a guide for the Phone Manager to follow during an interview.

Agenda

1. Role-specific questions
   1. How would you define good customer service?
   2. What’s the best customer service you’ve ever received? Why?
   3. How would you handle a customer you can’t understand?
   4. Would you consider yourself a team player?
   5. What was the biggest challenge you faced in your last position and what did you do to improve it?
   6. Are you able to work a flexible schedule? Are you available to work overtime?
   7. Have you ever worked remotely? Describe the skills you have that would allow you to work unsupervised at home.
   8. How do you keep yourself motivated in a role that can often seem repetitive?
2. Call Actions
   1. Share link to script
      1. UPS Phone Script psups.epi.run
      2. Ask the candidate to read it back
   2. Read directions highlighted in yellow
   3. Reads directions highlighted in green

Additional things to check:

• Experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases