Called for an interview and met with the supervisor and several others on the team. Only the supervisor asked questions - the others took notes, graded the responses. An overall average of the best candidate submitted to HR who has the final word on the selection due to union/seniority concerns. The questions were situational and behavioral. Anyone with experience in the field will be able to draw upon their experiences and come of with examples of how issues were handled in the past. Make sure that your examples always favor the consumer in how you handled the situations. The needs of the company and the consumers outweigh the employee.