I applied online, and quickly received an email to have a phone interview. I could choose a time and day out of a few different options. The phone interview was fine. Basically answering questions about my previous experience and how it could apply to this position. I received an email that same night to schedule an in-person interview at the Downtown Austin Office. They hold them on Tuesday and Thursday mornings. You are one of many going into the office at that time to interview for that position. I sat with a Customer Experience Agent for about 20 minutes to see what she does. She was very nice. I then interviewed with two Agent Leads who asked many of the questions that I saw listed on these reviews. I also had to listen to an Agent/Customer phone conversation and then answer some questions about it. There was also a writing sample you had to submit at the end, answering a customer inquiry. I was there for about 1 hour 40 minutes total. The reason I gave the interview process an overall negative review was because at the end of the interview, I asked about how long they thought it would be before I heard about from them about a decision. They said 3 - 5 business days. I NEVER heard from them. To me, it is common courtesy to make a call, or even send an email, to tell someone they didn't get the job if you bring them in for an interview.