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Cox Communications Interview
Questions

30 Questions and Answers by
| Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.

Question 1 of 30

Have you ever worked in a call center environment?

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Cox Communications Interview Questions

  1. 1.

    Have you ever worked in a call center environment?

      Most telecommunication service companies will have call-center hubs where customers can call in to change or cancel their services, report technical difficulties, and make payments. Talk to the interviewer about any exposure you have in a call-center environment, along with any formal training you have received. If you do not have experience working in a call-center environment, mention a bit about your phone skills, and your customer service experience in general.

      Rachelle's Answer

      "I worked for a cable competitor about two years ago, as an outbound telephone agent. My focus was on new customer acquisition as well as upgrading the services on existing accounts. I made about 200 calls per day with a 15% conversion rate. My target was 12%, so I am happy to say that I always exceeded these goals."

      Rachelle's Answer

      "Although not in a call-center environment, I do have experience in customer-facing situations. My very first job was as a host in a popular family restaurant. From there, I moved into serving tables. The restaurant industry is highly customer-driven, so I understand the urgency associated with call-center environments. It's important that customer issues and needs are resolved quickly and efficiently. I look forward to furthering my customer-service training here."

  2. 2.

    What is the first thing you would do to put a customer at ease if they were upset about their cable service?

      If you work in a customer facing role, chances are you have received training on how to best handle an upset customer. Discuss any formal customer dispute training you have received, and give an example of what you would do in this situation. It's vital that you exude confidence and empathy, showing the interviewer that you would professionally represent Cox Communications, through any customer dispute or complaint.

      Rachelle's Answer

      "I believe that customers need to be treated with care and kindness, at all stages, even if they are upset or being rude. If a customer were to be upset about their cable service, I would let them know that I was there to listen. I would ask them to tell me everything that is upsetting them so that I could get a full picture. From there, it is much easier for me to solve the situation because I have already spent time 'troubleshooting.' I learned this first step during some call-center customer training that I received at Dish Network."

      Rachelle's Answer

      "The first step that I would take to ease a customer dispute is to begin repeating the customers' pain point, in their own words, back to them. This action shows that I am actively listening. My dispute resolution training has taught me that when customers feel heard, they are more likely to be put to ease, making it easier to come to a resolution."

  3. 3.

    Where do you believe the future of home phone service is headed?

      Some people say that the home phone is dying; however, many stats will show that home phone services are still active in a variety of regions, for a variety of reasons. Positively discuss where you believe the future of home phone service is headed. If you are a smartphone-dependent Millennial, this response may require some research!

      Rachelle's Answer

      "I believe that home phone service will remain steady for some time since there are still a variety of demographics who do not have smartphones, or prefer not to rely solely on them. Studies show that nearly 43% of American households have a landline phone, even though that number is trending down, it's trending down slowly."

      Rachelle's Answer

      "Research shows that the trend of home phone service is declining slightly, but not nearly as much as one would think. Strong numbers are supporting the fact that home phone services will remain a go-to option for many people, including those living in rural areas, those with multiple children in the home, and the elderly."

  4. 4.

    Do you have experience in direct sales?

      The term 'direct sales' means selling a product to a customer directly, not through a traditional retail environment. Examples of direct sales in the cable industry would be 100% commissioned salespeople who sell door-to-door in a residential setting.

      If you have experience with direct sales, talk to the interviewer about your training and your sales results. If you do not have experience with direct sales, be sure to ask a few questions about the direct sales model at Cox Communications.

      Rachelle's Answer

      "I have worked in direct sales for three years now, working for a residential alarm company. My goal is to approach 50 homeowners per day, with a closing percentage of 5%. My first six months were a struggle, but as I became more comfortable with the sales model, my results increased. Now, I am at a 9% close rate, amounting to about 4 to 5 sales per day."

      Rachelle's Answer

      "I do not have experience in direct sales, although I do have some understanding of this sales model. I would appreciate if you could take some time to walk me through your direct sales models, to see if this type of approach would be a good fit for me and the skills that I bring."

  5. 5.

    What is IoT and how is it changing our daily lives?

      There has been a lot of talk about IoT, the Internet of Things, and how it is changing our everyday lives. It's remarkable to look at how the internet has evolved from a way of searching for new information to now running even our most mundane daily tasks. Show the interviewer that you have a keen interest in where the internet and the internet industry is taking us.

      Rachelle's Answer

      "I understand the Internet of Things to be the network that connects everything that we do. From our automated home systems to our smart vehicles, our cell phone devices, and other electronics, we are all connected by the internet. IoT changes our lives by taking care of nearly every task we do in a day. IoT is responsible for cleaning our house, ordering our Amazon packages, and locking our doors when we leave for work. It's fascinating to me how far the internet has come, and I look forward to witnessing how much further it will take us."

      Rachelle's Answer

      "IoT refers to the Internet of Things. Simply put, its the internet network that connects everything that we do. I believe IoT is responsible for changing nearly all that we do from getting ready in the morning, to cooking our meals and getting to work. We have only scratched the surface of IoT capability, and I consider myself lucky to work with an internet provider, giving me a front row seat to all the changes that are to come!"

  6. 6.

    When it comes to helping our customers, is it more important to have technical knowledge or excellent customer service skills?

      This question is an opinion based query so there may not be a right or wrong answer; however, the interviewer wants to see that you believe there is importance in a healthy balance of both. You can deliver excellent customer service, but if the customers' internet remains slow or down, they will not be happy. On the flip side, if you send in a rude technician to fix their internet connection, they will not be pleased with the level of service. Discuss the importance of balance between technical knowledge and customer service delivery.

      Rachelle's Answer

      "If I had to choose just one, I would say that technical knowledge is fundamental since I would need to fix the customers' internet problem first and foremost. With that said, there is no reason why I could not do this with a friendly vibe and a smile on my face. I want every customer to feel comfortable around me and satisfied that I quickly and efficiently repaired their internet troubles."

      Rachelle's Answer

      "I must say that both factors are critical to a job well done. My customer service abilities exceed my technical knowledge, so when I do not have the right answer for a customer, I will pass their inquiry onto a colleague with more sound knowledge. I want your internet customers to enjoy a well-rounded customer service experience every time."

  7. 7.

    How would you help a Cox customer with no dial tone on their home phone?

      The interviewer is looking for evidence that you have some common sense when it comes to minor troubleshooting. If a customer called in from their cell phone claiming they do not have a dial tone on their home line, what steps would you take to help? Be sure to display your excellent customer service skills in your response.

      Rachelle's Answer

      "If a customer had no dial tone, the very first thing I would check is if there were any reported outages in their area. I would then ask them to double check that there are no phones off the hook in the home. Next, I would ask them to make sure all cables were properly connected. Lastly, if the customer had a cordless telephone, I would ask them to change the battery or hang the phone up to get a fresh charge. Generally speaking, these are the primary culprits to the no dial tone issue."

      Rachelle's Answer

      "Although I am not familiar with home phone troubleshooting, I believe the first logical step would be to make sure there were no current outages in the customers' area. After checking for outages, I would ask the customer to make sure their cordless phone had ample battery power, or that their wired phone was plugged in all the way. If these actions did not solve their issue, I would dispatch a technician as soon as possible."

  8. 8.

    What would you do if you were running late for an alarm installation appointment?

      This question is a customer service based inquiry. Although you may not yet know Cox Communications policy when it comes to schedules running behind, the interviewer wants to see that you have a solid understanding of what a customer would expect from you. Discuss how you would handle the appointment if your day were running behind.

      Rachelle's Answer

      "I do not like to run behind, so I hope this would rarely happen; although, I do know that circumstances can go beyond our control at times. If I were running late for an alarm installation appointment, I would call the customer directly to explain the situation. I would do my best to offer a more accurate window of time, offering to reschedule if that did not suit them."

      Rachelle's Answer

      "Nobody wants to be kept waiting, and everyone wants to be presented with the best service so I would apologize to the customer profusely if I were running behind. If circumstances were out of my control, I would call dispatch to see if another installer could go to the job. I believe in putting the customer first, all the time."

  9. 9.

    How comfortable are you upselling a customer on their internet package?

      Upselling is a considerable part of profits for any internet service provider. Internet packages come in all types and are usually related to upload and download speeds, amount of data allowance per month, and are sometimes even bundled with mobile or television options. Speak about your level of comfortability when it comes to upselling customers on faster internet speeds and other service options.

      Rachelle's Answer

      "I have been cleverly upsold on products in the past and believe there is an art to it. I look forward to receiving sales training to learn how to influence customer purchases. So long as the upsold items are ones that I know the customer will love having, I am happy to upsell them. For instance, if the customer has a home-based business, I know 100% that they would benefit from faster internet speeds."

      Rachelle's Answer

      "Businesses need to remain profitable; hence, the importance of an upsell. With that said, I would only be comfortable if I knew I was offering the customer something of value that was in line with their needs. For instance, I would not want to push a bundled cable and internet package to a customer who already told me they travel 21 days a month for work. Instead, I would suggest upgrading their plan to include more data for a wireless hotspot while they are on the go."

  10. 10.

    What do you believe are the biggest privacy risks an internet user faces today?

      Many privacy and big data acts are coming into play these days, with online security being an important topic. The interviewer would like to know that you keep yourself up-to-date with these critical topics, allowing you to have meaningful conversations with their customers. Discuss what you believe to be the most significant privacy risk today, and what your customers could to do to protect themselves.

      Rachelle's Answer

      "From what I have seen in the news lately, I feel that social networking sites are the biggest culprit when it comes to privacy risks. These social sites can potentially send your credit card information to third-party apps. In addition to this, these sites are privy to things about you, such as your buying behavior, personality, religion, sexual orientation, and more. I always recommend to my customers that they never put information on their profiles that they wouldn't want the world to know or see."

      Rachelle's Answer

      "I believe that the biggest privacy risks begin at a young age, with the online behavior of kids who do not understand the implications of putting personal information online. The internet is forever, and I would love to see more parents teaching this concept to their children."

  11. 11.

    Give me one suggestion for Cox Communications to grow our customer base in this region.

      The way you respond to this question will show the interviewer how much research you have conducted on Cox Communications, before your interview. Think of one way you feel they could grow their customer base. If they have a healthy competitor, be sure to check out what the competition is doing differently. By conducting this market research, you will show the interviewer that you are eager to land this role and are engaged in the interview process.

      Rachelle's Answer

      "My suggestion to grow your customer base would be to launch a competitive new customer offering such as a free HDTV or a price reduction on an internet price if bundled with a cable plan. Many people, especially in a down economy, are feeling the stretch when it comes to cash flow. By offering a deal on an electronic such as a television, wireless speaker, or even a tablet, you are answering that problem in exchange for a small monthly commitment from them."

      Rachelle's Answer

      "Streaming services are becoming increasingly popular, so why not jump on the bandwagon? I have heard of other cable service companies offering apps for iPhone and Android users where they can log in to their cable account and stream from anywhere. I believe this would be a particularly attractive offering to sports enthusiasts who want to catch the game while on-the-go."

  12. 12.

    How would you rate your technical knowledge, when it comes to cable services?

      When working for Cox Communications, it's essential that you understand the ins and outs of cable service. The interviewer is not asking for you to have a full depth of knowledge; they will train you as they see fit. However, they are looking to see if you consider yourself technically savvy. Discuss what you know about the technical side of cable service, and rate your knowledge from 1-10 or from beginner to expert.

      Rachelle's Answer

      "I would rate myself as an 8 out of 10 when it comes to the technicalities of cable. I understand the basics, such as the fact that cable is delivered through fiber-optic cables and radio frequency. We can also transmit television through satellite. I know that there is a lot more to know about the technicalities around cable service; however, I am ready to learn."

      Rachelle's Answer

      "I have always picked up on tech topics quickly. Before coming here today, I conducted a great deal of research on cable and how it works. It's quite remarkable to see the advancements the cable industry has made, and I look forward to learning more. At this time, I would rate my technical knowledge around 6 out of 10. "

  13. 13.

    In your opinion, what are the most critical steps to troubleshooting a cable-related technical issue?

      Most of the time, it's a pretty straightforward task to troubleshoot a cable issue. If you have formal training from a past employer, you can discuss what you learned. Maybe you have troubleshot problems at home with your current cable provider. Or, perhaps you are very tech savvy and naturally know what to do.

      Discuss what you believe to be the most critical steps to troubleshooting a cable-related technical issue. This question will also show the interviewer if you are a proactive problem-solver. Do you try to tackle the problem, or do you shrug your shoulders?

      Rachelle's Answer

      "I have worked for a telecommunications company in the past and received a bit of training on troubleshooting cable-related issues. From what I recall, it's important first to decide the core of the issue. Maybe the power supply needs to be checked, or an optic cable was bumped loose at some point. Then, I would power cycle everything and check to see if other devices are having trouble. If it indeed appears to be a service provider issue, I would call into the appropriate customer service line."

      Rachelle's Answer

      "Although I am new to the cable service industry, I think that the first step to troubleshooting anything is first to find out if the problem is on your end at home or the end of the service provider. To figure that out, I would check all the cables for connectivity, and then power everything down. From there, I would better be able to guess what step to take next; whether that be to call the customer service line, or replace a cable myself."

  14. 14.

    Would you violate Cox Communications policy to make a customer happy?

      Your response to this honesty based question will show the interviewer your level of awareness when it comes to the delicate balance of 'the customer is always right' and what is best for the company.

      Chances are, should you be the successful candidate, Cox will train you and provide you with evident boundaries when it comes to customer retention. Mention that you are eager to learn their customer retention strategies and that you will respect the limits given to you, in this role.

      Rachelle's Answer

      "I do not believe that violating company policy is necessary since the policy is in place for good reason. If I could not make a customer happy within the parameters given to me, I would escalate the situation to my manager. If there was further flex available, I believe my management team could find a way."

      Rachelle's Answer

      "I do believe that the customer is always right; however, that does not mean that I have the right to override well-established company policy. If I could not make a customer happy with the solutions at my fingertips, I would escalate the call to my team lead."

  15. 15.

    If a customer called in to report a slow internet connection, how would you help them?

      Slow internet connections may be one of the most common customer service calls you will need to troubleshoot when working for Cox. Talk to the interviewer about the action you would take to help a customer with a slow internet connection.

      Rachelle's Answer

      "From my experience, slow internet connections are pretty simple to fix. The first thing I would recommend is running an internet speed test to make sure the culprit was indeed the internet speed. Next, I would have the customer close all of their applications and windows then reboot their device. After that, if the connection were still slow, I would check modem performance."

      Rachelle's Answer

      "Although I do not yet have training in slow internet connections, I would advise doing what I do at home! After running an internet speed test, I would suggest rebooting their computer as well as their modem. These actions generally fix any connectivity issues. Otherwise, I would book the customer in for a home visit from one of your knowledgeable technicians."

  16. 16.

    How would you explain what a router is, to someone with no knowledge of the internet?

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  17. 17.

    How has the home monitoring industry changed, with the introduction of AI?

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  18. 18.

    How would you explain home monitoring to someone with little technical knowledge?

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  19. 19.

    Home phone service is a competitive industry. What can Cox Communications do to stand out from our competitors?

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  20. 20.

    If you could give a Cox Communications customer one piece of advice to keep their online personal information secure, what would it be?

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  21. 21.

    Cox Communications sells more than just intrusion monitoring. How would you up-sell a customer to include another one of our services?

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  22. 22.

    What do you feel is the biggest advantage cable has over online streaming services?

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  23. 23.

    In your opinion, what is the most significant advancement in cyber intelligence this year?

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  24. 24.

    What is your favorite TV show on cable, right now?

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  25. 25.

    How would you approach selling home phone services in the age of smartphones?

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  26. 26.

    What do you feel are the most significant differences when it comes to selling a service versus a physical product?

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  27. 27.

    As a Cox Communications employee, how would you react if a customer threatened to cancel their internet service with us?

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  28. 28.

    How do you feel about having your inbound calls monitored or recorded?

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  29. 29.

    Have you ever used Cox Communications as your cable or internet provider? If so, what has been your experience?

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  30. 30.

    If we asked you to approach three Cox Communications customers today, about a home phone line, where would you begin?

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