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Customer Retention Representative Interview Questions

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1,363 customer retention representative interview questions shared by candidates

Cox Communications is a strong devotee of the "STAR" method of answering Behavioral interview questions in a highly structured manner by describing a specific Situation, Task, Action, and Result of the situation that you are discussing. Behavioral interview questions are questions about specific situations in your past experience and how you handled them or behaved. In this approach, the manager interviewing you assesses your answer to see if you are capable of taking proper initiative and action should a similar situation take place at Cox. The manager is not looking for a simple "yes" or "no" response, but rather wants you to tell a detailed story on how you performed with the focus on "you", specifically, and not "we" or "your team". Situation: An event, project, or challenged faced Task: Your responsibilities (based on your job function) and assignments for this situation. Action: The specific steps or procedures that you took to remedy, or rectify this situation. Result: The results or outcome of your actions taken. Here are ten Cox STAR behavioral questions: (there are some that can give the perception of overlap but appearances can and are deceiving - it means that this is important to them). Tell me about a time you had a conflict at work? Can you describe a stressful situation and how you handled it? Can you detail a mistake you made and how you reacted to it? Tell me about a time when you performed well under enormous pressure. Have you ever dealt with a sticky situation involving another department? Give me an example of a goal or a performance measurement objective that you met. Give me an example of a goal or objective that you could not meet and how you handled it. Tell me about a time when you had to placate an unsatisfied customer or client. Describe a time when you went "above and beyond". Have you ever had a disagreement with an immediate supervisor? (this last question is a big one in that both interviewers paid extraordinary attention to my response which demonstrated just how insecure they were in their current role as leaders)
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Customer Retention Specialist

Interviewed at Cox Communications

3.9★
Sep 9, 2019

Cox Communications is a strong devotee of the "STAR" method of answering Behavioral interview questions in a highly structured manner by describing a specific Situation, Task, Action, and Result of the situation that you are discussing. Behavioral interview questions are questions about specific situations in your past experience and how you handled them or behaved. In this approach, the manager interviewing you assesses your answer to see if you are capable of taking proper initiative and action should a similar situation take place at Cox. The manager is not looking for a simple "yes" or "no" response, but rather wants you to tell a detailed story on how you performed with the focus on "you", specifically, and not "we" or "your team". Situation: An event, project, or challenged faced Task: Your responsibilities (based on your job function) and assignments for this situation. Action: The specific steps or procedures that you took to remedy, or rectify this situation. Result: The results or outcome of your actions taken. Here are ten Cox STAR behavioral questions: (there are some that can give the perception of overlap but appearances can and are deceiving - it means that this is important to them). Tell me about a time you had a conflict at work? Can you describe a stressful situation and how you handled it? Can you detail a mistake you made and how you reacted to it? Tell me about a time when you performed well under enormous pressure. Have you ever dealt with a sticky situation involving another department? Give me an example of a goal or a performance measurement objective that you met. Give me an example of a goal or objective that you could not meet and how you handled it. Tell me about a time when you had to placate an unsatisfied customer or client. Describe a time when you went "above and beyond". Have you ever had a disagreement with an immediate supervisor? (this last question is a big one in that both interviewers paid extraordinary attention to my response which demonstrated just how insecure they were in their current role as leaders)

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