I had one phone interview and one in-person interview. I had seen multiple other reviews for the interview process stating that there is generally a screen, an actual phone interview, and then an in-person interview. I don't know if my interviewer planned to do both my screen and phone interview at the same time or if the direction of the conversation just lead us there. Phone interview/screen will have questions regarding your interest in the position, knowledge of the position, and about three situation based questions. My interviewer was courteous and professional, but also did an excellent job making the conversation feel casual. When it is time for the in-person interview there is a 30 minute job shadowing portion before hand. You will get to meet an employee in the position that you are interviewing for and they will go over the specifics of the job. You will have the opportunity to ask them questions, however you are not allowed to take notes of their response. The in-person interview is about 1/3 overview and background information and 2/3 scenario based questions. The questions can be difficult, but if you put forth effort to prepare you will do fine. You want to be able to cite examples that demonstrate your ability to complete the job. Think of your previous experience and be prepared with specific examples of your customer service skills/ability to multitask/how you handle difficult situations/etc. The last piece of advice I would give is to be yourself and make the conversation feel as organic as possible. You may not be prepared for every single question, but you can still impress your interviewer with your personality and honesty.