The interview started with a phone interview. The person on the phone was in Ohio. The questions were pretty basic "Describe a time when you helped a angry caller" etc. She told me immediately after the 20 minute interview that she was recommending me for the next level, which was a video interview. She actually gave me advise on what I should wear from the waist up. I found that to be a little patronizing, since I am in my 40's. Video interview went the same, mostly questions based on my experience. The interviewer was in California. This person also told me at the end of the interview I was going to the on-site interview immediately after the interview. On-site there was a group of 6 people. We were given a presentation and allowed to speak with "ambassadors" (people working there who weren't part of the interview process). In person interview was more of a formality. Did not feel that they were actually going to cut me based on the in-person interview. Interviewer was relaxed, I could tell he wasn't really part of HR and didn't really know what he was doing.