The initial phone interview took about 30 minutes. The usual questions about your customer service experience, including a specific occasion in which you went above and beyond what was required of you to help a customer. Also some role playing, where the interviewer plays the role of a caller with a problem that you have to help her/him out with. At the end of the call, we set up a time for me to come in for a group interview.
The group interview was kind of ridiculous. You're going to hear a lot of bubbly talk about how great Netflix is, and how they do things different from their competitors, and blah, blah, blah. Just smile and let them keep talking. You will all be taken to a conference room and made to listen to a Power Point presentation, and then the main interviewer will call on people at random and ask about their impressions of the place and their experiences, if any, with Netflix in the past. Then you'll listen to some actual recorded customer service phone calls. At certain points, the interviewer will stop the tape and then pick a person at random to answer the caller's questions (in character as a CSR). You will get absolutely no feedback during this process, and if you try to bring a bit of levity to the situation the interviewer WILL NOT crack a smile. Just keep everything upbeat, force yourself to keep smiling, and avoid saying something like "I'm sorry, but we can't really help you" and you'll be OK. At the end of the interview, you'll be made to sit at a computer and, using a dummy Netflix login, answer a series of about 20 questions which you can look up the answers for on the site. It's timed, but you shouldn't have much difficulty getting to the end.
Overall, the group interview was an annoying slog to get through, but if you can fake enough enthusiasm, and have the basic conversational skills that most customer service jobs require, you'll do alright.