Applied for the position online, was contacted by a recruiter five days later. We spoke on the phone for about 30 minutes and she stated she is referring me on to a formal phone interview with her colleague and will email me the details. She did so and it turned out the interview was with another recruiter. This interview lasted about an hour and went great so this second recruiter told me she is going to set up an in-person interview with management "next week". Two weeks later I still had not heard from her so I called and left a follow-up message. It took another week, but she finally got back to me with some scheduling options. We agreed on one of the options and she emailed me confirmation. I showed up for the interview 15 minutes early and the interview started 15 minutes late. The interview was with the head of HR, two senior level customer service department managers and a senior level department manager of another unrelated department. The HR head explained the structure of the interview first--she stated I will have a chance to discuss my background, then we would move right to scenario-based questions and then I will have a chance to add anything and ask some questions. Admittedly I was nervous and could have been more smooth with explaining my background, but I made it through. When we got to the situation-based questions I was more relaxed because I had done a lot of preparation and practicing for those. There were maybe 7 or 8 scenarios where I had to explain how I would handle things. I believe I answered each question confidently and intelligently and was feeling good after they were completed. Unfortunately, I do not feel I did a fantastic job with selling myself in the closing statement--definitely not as well as I am capable of. Then I had the opportunity to ask some questions. I asked what the biggest customer service challenges are at the moment and everyone just looked at each other. Ultimately someone said the biggest challenge is finding space for everyone as the department expands. I then asked for the two most important values within their customer service philosophy and nobody could answer that either. The interview ended, I shook everyone's hand and the HR Head led me out of the conference room. There was a seat right outside the room and she asked me to sit down for a moment while she went back in and closed the door. She came back out a minute later and said we were all done and she walked me to the building entrance. I asked about the hiring process and if there are typically any more interview rounds and she said normally the one round is enough. I got home, sent my thank you email and a day later I received the standard HR email "Based on our evaluation of your qualifications, we have elected to pursue other candidates at this time. Please understand that this was a very difficult decision, and was based off of a very competitive applicant pool". I sent another thank you directly to the second recruiter I was working with asking for any tips that might aid me in the future and she never replied. All in all a decent experience, the recruiters were very warm but the department heads were all very stoic and I found it odd that they were unprepared to answer my questions.