I responded to an ad for a CSR position on Craigslist and they emailed me asking them to call back, so I did. We scheduled a phone interview in which the interviewer asked basic questions about my experience and tried to get a fee for my personality. Then we did two rounds of scenario role playing which were pretty simple and straightforward. When we were finished she asked me to come in for a group "Interactive Interview" and gave me some possible times. They ask you to come in 15 minutes early, so I showed up about 20 minutes before the start time. There wasn't actually a reason to be early, maybe they have a problem with people being late or something. But, we (the group of us waiting to be interviewed) sat and chatted while we waited. It was all very casual and laid back. First they gave us a tour through the call center which is much more open and inviting than most others I've seen. Then we went into a back room where we were pitched scenarios (we gave individual answers in the group setting) and asked how we would respond. Then we listened to actual calls and were called on for similar answers. The final part of the interview consists of a computer test. It's very easy if you are familiar with the internet, Netflix and using multiple tabs or windows. The questions cover information found on the Netflix site, some basic movie trivia and other basic internet searching.