Before applying, I reached out to a Bilingual Travel Support specialist working in a different product to get an idea of the level of Spanish needed to do this job successfully, as it's my second language. She was really nice and told me with my background living abroad that I should be fine, at that you just have to learn 'professional-setting Spanish'. I applied in Jan 2020 and received the invite for a phone screen within 24 hrs. The recruiter I spoke with was nice and soft-spoken. She asked me normal screen questions like how I found out about EF, why I was interested in the position, and some situational questions. ("Tell me about a time when..."). During the call she told me I would move to the next step and to complete The Predictive Index test, that doesn't affect your candidacy but just shows the team your strengths and weaknesses. The second stage was a phone interview with the Assistant Manager. He asked me more about customer service experience, my style of interacting with older customers, about my problem-solving skills (the Go Ahead product demographic is 55+) and some situational questions. He told me he would like to schedule an in-person at the end of the call. I interviewed in person at the Cambridge office in Feb 2020. I met with 3 people, the Assistant Manager, the Manager of Group Sales, and the Manager of Customer Support. The Assistant Manager had my PI report and asked me questions related to my results. We did a role-play exercise where he was a Spanish-speaking traveler calling in and I was the TSS answering. It was then I realized that my level of Spanish wasn't cut out for the formalities of the job, and I decided to do everything I could for the rest of the interview to be myself and hope they would like me enough to consider me for the non-Bilingual position. After meeting with the interviewers I sat down with a TSS and listened in to a call to get an idea of what the role was like. I ended my time there with a short tour by the TSS. I heard back from them after 3 days that I didn't get the job. All three interviewers made me feel comfortable for my first job interview, and was overall a positive, professional experience.

It was an application, a 15 minute audio call to introduce yourself and the role, and then a 1.5 hour long interview with blocks of half an hour with 3 people.