I applied online. I missed the deadline for one class earlier in the year, so I was told to try again for the next class. They had called and expressed interest, but it was literally a matter of hours. I had to apply again, and made it just in time. I did the phone interview, was asked a couple of basic behavioral questions such as, "Tell me a time when you provided excellent customer service." The interviewer was very friendly and upbeat, and I felt comfortable speaking normally which greatly helped me to tell her what I needed to. She also delved deeper into jobs I'd had that closely matched certain tasks I would need to perform. After the phone interview, she set me up with a second interview. She said normally I would be contacted back about it, but we didn't have much time so she set it up then and there. I was asked to come in the next day. I made it in, was greeted warmly in the lobby by one of the managers and security. She explained how the interview would work and we sat down, one on one, in a small conference room. Based on the phone interview, I expected the behavioral questions so I had studied the previous night and dug deep into my work history for relevant recollections. Do your homework. I was asked a series of them, some very complicated, others very easy. Afterward, she asked me if I had any questions, and after we spoke about what I had to ask she told me she would be going to get another manager to interview me. I had a second interview with even tougher questions. Both interviewers had a poker faces, so I couldn't tell if I did good or bad. I just went with my gut and felt like it went well. I was shown around the call center briefly before being thanked and went on my way. The next day, I received the call with an offer.