I applied online for this position. About 2 weeks later, I received an email asking me to come in for a test. The test consisted of 2 sections, the first being a reading and comprehension test and the second a visual test. Both are easy. You will not have sufficient time to complete either section. What they seem to be looking for is quality i.e. it’s more important to get it right than finish. Another week later I was informed I had passed the test and I would be moving on to the phone interview phase. The phone interview was brief. Its focus seemed to be on checking my work ethics. Questions asked included are you willing to work during snow storms? How many times did you take an unexpected day off in your previous position? I was informed right there that I had passed the interview and will be moving on to a face to face interview with a manager. This interview was at a local auto shop. You are likely to look overdressed there. This interview took about 2-3 hours. This one was more of a behavioral interview. As is typical with such interviews, you will be asked to give specific examples. Questions included how you dealt with an unhappy customer, what was the outcome and lesson from it? Give an instance when you had to learn quickly? A couple of days after this interview, I was informed I had passed and scheduled for another face-to-face interview. What I didn’t know at that time, which I know now (thanks to this website), was that this was the role play session. I didn’t get past this section but here ‘s what I experienced and my thoughts on what I believe they were looking for; For this part, assuming your session is similar to mine, you will first be given about 35 minutes to familiarize yourself with a fake equipment insurance company and its procedures. The instructions will be provided to you in hard copy and in audio on a CD player. I’d say this session is designed to test your ability to focus, especially under pressure, so try to relax (They will try to rush you) and follow the instructions given to you. Pay particular attention to the instructions that are repeated at the end. Next you will be tested on a number of scenarios. Each one may require you to complete a form. Once again follow the instructions for completing the forms, be organized (take detailed notes of case numbers, names and keep files in correct client folders) and be courteous in all interactions. If you have to provide a quote, ensure you have identified or the parts that need fixing, their corresponding costs, any labor costs, summed it all up and subtracted the correct deductible if applicable. Note that different scenarios may require different deductibles. Be prepared to explain this to the customer. There may be opportunities to negotiate the costs of repairs. This may occur when your estimate of the repair costs are significantly different from a quote you are receiving from another party. Use best judgment in such instances, your goal is to strike a balance between the company’s interests and that of the client’s. I’d say aim to minimize costs without compromising quality. If you have to issue a check, make sure you are issuing the correct amount and making it payable to the correct party (follow instructions). There may be an instance when the cost to fix an equipment exceeds its market value. Once again, follow the instructions (the amount due may be the lower of the two figures less any deductibles) and be prepared to explain this to the client. Good luck.