It was a lengthy process. I initially got an email saying I was selected to complete their "testing", which included a typing test and personality type test. Once that was complete I was contacted again for an interview. I first had an interview with a recruiter. He explained the job, salary, work conditions and answered any questions I may have had. He asked standard customer service scenario questions, he even gave me pointers on how to answer the questions on the next interview. He explained the next steps in the in hiring process. I then scheduled my interview with the managers. This interview was more intimidating because it was over the phone. It was with 2 managers. I am a person who gets nervous with "dead air" and there was a lot of "dead air" time and I felt the need to fill in the "dead air". The did explain in the beginning of the call that it is their way of catching up on note writing. They asked more customer service scenario questions but relative to the type of calls you'll be getting in the position. At the end of the interview I was told that the initial recruiter will be in touch with me again. In the end, I got the generic email saying another better qualified candidate was selected. Most jobs I have applied for going through a drug screening and full background check usually meant you were going to be getting an offer. This is not the case, regardless of the outcome they still perform the background and drug screen. It almost feels like a waste of valuable resources on the company if in the end they don't hire you. You can do status checks on your background info.