MultiCare Health System Customer Service interview questions

Applied as an internal candidate and was contacted by the manager to set up an interview. The first interview was pretty standard, mostly behavioral and scenario-based questions. The second interview involved a panel of people with a focus on personality fit followed by more scenario-based questions with role play. The manager made a point to tell me he was very selective in his process to ensure they found the right person. Much to my chagrin, i was passed over because I didn't have particular skill sets. Oddly, those skill sets were specifically featured on my resume and the manager neglected to ask me of my experiences! Oh well, back to the drawing board!