I submitted my application online and received an email which prompted me to set up a day and time for a phone interview within 24 hours. The email with the scheduling information mentions that you should allow the interviewer 2 hours to contact you, however, my interviewer was very prompt and called me exactly one minute after the time I requested.
The phone interview took about 30 minutes and the questions were largely about work history, typical questions about times that you have provided exceptional customer service, times you've had to deal with challenging customers, why you think you are an ideal candidate for the position, etc. Essentially all of the questions that you would expect to be asked in an interview for any retail or customer service-based position. The one thing to keep in mind is that you should be able to explain why you want to work for Nordstrom specifically - they don't want general stories about why you like retail in general. There are also quite a few questions to make sure you have the technology and environment you would need to set up a quiet and effective at-home customer service center.
If they like you in the phone interview, they will send you an email with two skills tests. One focuses on your writing skills (spelling, grammar, business language, etc.) and the other is to test your ability to multitask effectively. I STRONGLY suggest you take notes throughout this whole process (yes, even the writing test). I messed up on a couple important details that were established at the beginning and believe that those missed details are what cost me the job.