Probably the longest interview I have ever had. They start off by having you meet with their HR person, who is very friendly. Then you do a role play scenario with tech support, where you have to pretend to help someone with an issue on the phone. You do the same with customer service later on in the interview. In between these two scenarios, they have you meet with the heads of customer service and they ask you basic interview questions - where you see yourself, why Lutron, and expect you to have plenty of questions for them. They also take you on tours of both tech support and customer service, where you get to listen in on a call and meet different people in those departments. Also, they administer two aptitude tests - one is the Wonderlic and the other I can't remember the name of but it's a similar aptitude test. All in all my interview last 5 hours, but I didn't get an offer solely because of my performance on the aptitude tests - which bothered me because I happen to have a very high college GPA. I also received positive feedback on my interviews, but I guess they would rather have someone who is a good test taker.

My interview was for a Customer Service Representative position. After hearing about the interview process at Lutron I was really nervous for the interview. I wanted to make sure I was prepared and knew what to expect but there were not too many detailed descriptions on the Customer Service interview process. I thought this might help out future applicants. First of all, the interview lasted 5 hours, but could be longer for others. I met with at least 5 people throughout the day. It started out with a tour of the show room where some of the Lutron products are displayed. The tour was laid back but informative. They asked questions about the history of the company, how long the products are said to last, and other questions that were pretty straight forward. They asked some technical questions about the products. I was nervous about the technical questions because I am not a very technical person, but the questions were nothing that I couldn't handle. After the show room tour I was put in a test room where I was given two different test packets. The first test was pretty much common sense questions. The exams are timed and there about 50 questions. You do not have to answer them all. The second exam was more technically focused. Those questions were not very hard and I was able to finish that entire packet. The results to both tests were not shared with me. After the exams I met with two different customer service managers. During this interview we did a role play scenario for a customer that wanted to order a product for their home but wasn't sure which product would be the best. I did not have very detailed knowledge of the products, but they will assume the same for you. They will give you all the information necessary to solve the problem. I recommend bringing a notebook to write down the information they give you during the scenario so it makes it easier for you to solve the problem. I would also make sure to focus on your customer service skills even when you are problem solving. After this I met with a HR manager. He asked me questions about myself on a person basis and wanted to learn more about what kind of person I am. I made sure to ask a question whenever I could. I asked questions about the culture of the company, what they like about the company, what are the responsibilities of the customer service rep, etc. After this I was taken to the customer service building where I sat in and listened to a representative take phone calls. Make sure to ask good questions the entire day. Finally I met with a final customer service manager. We talked about the hours I would be working and any schedule limitations. We also talked about why I wanted to work for Lutron. Pretty much everyone I talked to was very interested in just getting to know me. I felt the interview process went very well and it was one of the most enjoyable interviews I have ever been on. After the interview I sent thank you emails to everyone I met with. They told me I would hear back in a week. I was contacted through email a few times to get the necessary paperwork they needed from me, but it took 3 weeks before I was called and offered the position.