automated phone interview, live phone interview, in person interview (with one or a group) They ask questions about your experience in customer service, what you know about the company, etc. This was a few years back, but from what I know now, they are going to be looking for this and more, in terms of personality and taking initiative. Once you get through all three, they invite you to do fingerprinting, drug test, and a physical aptitude test (which is super easy). Once you get through this phase then they send you to Orlando for training.