Kaiser Permanente Customer Service Representative Interview Questions & Answers
Customer Experience Specialist
1. How do you define good customer service?
How to Answer
Providing excellent customer service is key to an overall great customer experience at Kaiser Permanente. It is important to identify a customer's needs and provide a positive outcome from experience. It would help if you listed specific attributes essential to providing good customer service, such as effective problem-solving skills, answering questions about products/services, and having a positive and pleasant attitude. It would be best if you gave an example of how you've used these skills to effectively assist a customer in the past and/or describe a time when you received excellent customer service and what made this particular experience pleasant.
Answer Example
"For me, providing the best customer service comes down to a positive attitude, the ability to problem-solve, the ability to know the business, and being efficient in every customer interaction. In my current role, I bring a smile on my face to work each day, even when I'm handling customers that are upset. From there, having a solid foundation of knowledge about my entire company helps me walk customers through issues and route them to the correct person if necessary. If hired to join the Kaiser Permanente customer service team, my first goal on the job would be to learn and understand all aspects of your business to provide the best service possible to your customers."
Customer Experience Specialist
2. How would you describe your work style?
How to Answer
Before your interview with Kaiser Permanente, be sure to look over the job description in detail as it will give you a good idea of what type of work style the customer service team could use. Use this as a basis for describing your own work style. Whether the job is looking for a team player, an independent worker, and a good verbal or email communicator, position yourself and your work style as the best fit for the job. Use past work experience to describe your work style and how your style will benefit the Kaiser Permanente team.
Answer Example
"I would describe my work style as a team player that lives to serve others. First and foremost, interaction with others is essential to me personally and professionally and drives me every day on the job. Helping others is a quality that I was taught at a very young age and also something that I value in the work that I do."
Customer Experience Specialist
3. Talk about a time you went above and beyond the call of duty for a customer. Why did you do this?
How to Answer
Think back to a specific example of when you went above and beyond your normal duties to help a customer. Whether you stayed late to help a co-worker or went above and beyond to make sure a customer had an excellent experience, make sure that you can clearly outline why this action was necessary to provide the best service possible.
Answer Example
"In my current job, we had a situation where a customer was unhappy with the customer service specialist she was dealing with. I saw that my coworker was having a tough time, so I stepped in to buffer the situation. I asked the customer what she needed help with and proceeded to work with my colleague to help her. By the end of it, the customer was delighted that we were so attentive and with the overall service she received."
Customer Experience Specialist
4. What one or two skills do you think are most critical to success on the Kaiser Permanente customer service team?
How to Answer
The answer to this question can typically be found in the job description, so be sure to really research the job and the Kaiser Permanente career site before your interview. As you answer this question, be sure to talk about a couple of skills that you saw on the job description that you feel you can help enhance on the team. Elaborate on them by describing why these skills are so important to the role. Go on to explain that you possess these skills and bring them daily in this job.
Answer Example
"It sounds like problem-solving skills and documentation skills are extremely important to be a successful Customer Service Representative at Kaiser Permanente. Seeing this when I applied, I am confident that my experience in my current role would be extremely beneficial if hired for the job. In my current work, I utilize a software program to document all client interactions and am required to do this in a timely and accurate manner so that all staff can access notes quickly. I work with clients daily to help solve questions they are having, and I use quick and efficient problem-solving techniques with them."
Customer Experience Specialist
5. What motivates you to work hard on a day to day basis?
How to Answer
With this question, your interviewer is looking for a peek into your world to get a sense of what really drives you. You can answer this question from both a professional and personal perspective. Use your motivating factors to show that you strive to be successful in your career. Go a step further and describe what specific personal goals or factors motivate you to work hard. The interviewer wants to know that you are a driven individual and that you will be dedicated to being effective at your job to reach these goals.
Answer Example
"I'm a firm believer that success in the workplace needs to stem from a personal investment into the work that a person does. My motivation to apply at Kaiser Permanente came from my passion for healthcare and providing great outcomes to patients. If hired on your team, I would take great satisfaction in providing the best customer service to all that I worked with."
Customer Experience Specialist
6. What three words would you use to describe yourself?
How to Answer
The three words you choose should be strengths of yours. Describe positive attributes that will contribute to your success on the customer service team at Kaiser Permanente. Whether you are logical, a fast learner, enthusiastic, a team player, goal-oriented, hard-working, or detail-oriented, describe why the three attributes you chose are best suited to describe you. Correlate these traits to the workplace by giving examples of how you have used them to succeed in past jobs.
Answer Example
"The three words I would use are friendly, dedicated, and tenacious. As I've worked throughout my career, I've found that being a hard-working and dedicated people person leads to success in my interactions with customers. My infectious personality has always led to success in my work interactions, and these three traits would benefit the Kaiser Permanente team greatly."
Customer Experience Specialist
7. How would you describe your communication skills?
How to Answer
Having the ability to communicate effectively is important to be a successful Customer Service Representative at Kaiser Permanente. Show that you are an effective communicator by describing how you communicate with coworkers, team members, and customers daily. Give the interviewer an idea of how you communicate your thoughts and opinions and of your listening skills. This is also your chance to show that you are a team player and know how to use communication to problem solve and help create the best customer experience possible.
Answer Example
"I am a person that is open and honest in my communication and would bring that to the customers at Kaiser Permanente. My upbeat tone is always well received by others, even in difficult situations. I don't shy away from a difficult conversation, and I know that would also be important in this role."
Customer Representative
8. If Kaiser Permanente was flooded with customers and you were required to work overtime, how would you react?
How to Answer
With this question, your interviewer is trying to gauge your flexibility and dedication to the job. Be open and honest about your availability and your stance on work-life balance while keeping in mind that you need to prove your worth at this point if hired aboard at Kaiser Permanente.
Answer Example
"I'm reasonably flexible, and if business needs are such that it would be necessary for me to work longer hours, then I would certainly be prepared to do so. If needed, there may be days I would have to arrange extended childcare depending on my wife's work schedule."
Customer Representative
9. How would you respond to a question that you do not know that answer to on the job?
How to Answer
At Kaiser Permanente, you will likely face some difficult questions from customers that you may not know the answer to. Your interviewer will be looking to hear that you can be resourceful by knowing the correct resources to turn to when this situation occurs. Tell your interviewer that you'd do your best to master info relevant to your role. Still, for the instances that you're not ready with an answer, you'd take responsibility by seeking out answers with technical specialists at Kaiser Permanente or within any online materials at hand. Make sure also to discuss how you let the customer know that you need to seek out more information to put the customer at ease.
Answer Example
"First and foremost, I would let the customer know that I would need to seek out an answer to their question and let them know that I would make that a top priority to follow up with them. My first avenue for finding the answer would be in any online company policies, procedures, or manuals. As well, if I knew the correct person or team to handle that type of question, I would personally call a specialist and talk with them myself to get the answer for the customer."
Customer Representative
10. Describe a situation where a customer reacted very negatively towards you in an interaction. How did you handle that situation?
How to Answer
At some point in your career in customer service, you've likely had a customer become negative, angry, or even hostile. With this question, your interviewer is looking to hear that you can handle this type of situation with ease. Let them know that despite the negative reaction, you took the necessary steps to turn a potentially bad situation into a positive outcome through a positive attitude and diligent effort. Everybody has bad days; what's important is the way you react to the problem.
Answer Example
"There was a time that I had to refuse a customer's unreasonable request due to company policy. To appease the customer, I empathized with their situation and communicated a willingness to help them find an alternative."
Customer Representative
11. What interests you in coming to work for Kaiser Permanente?
How to Answer
At some point during your interview, your interviewer will be looking to get a feel for your connection to the Kaiser Permanente organization. Before your interview, and even prior to applying, make sure to read and research the organization to ensure that this will be a good personal fit for you. Your interviewer wants to know why you've chosen this career, as that could indicate your dedication to the job. Your answer should be a display of your passion for helping customers.
Answer Example
"I really enjoy interacting with people and find no problem answering even the most trivial questions. I get a deep sense of satisfaction when solving problems or helping customers out in one way or another. I've always been a social and outgoing person, so a job that lets me talk to and help people is perfect for me. On top of that, healthcare has been a passion of mine for a long time, and helping people navigate their healthcare would be a dream come true for me."
Customer Representative
12. How do you make the work that you do fun and exciting?
How to Answer
Whether over the phone or in person, sometimes customer service can be monotonous, and your interviewer will be looking to hear that you will enjoy working as a Customer Service Representative at Kaiser Permanente. Reiterate that you don't see your role as boring; you've got the right mindset! Prove to your interviewer that the work you perform is not a chore for you and that you actually enjoy what you're doing.
Answer Example
"I can see why some might find a job in customer service boring, but I think that getting to talk to different people and handling a variety of concerns is interesting. I've always been a social butterfly, so listening to people's problems and finding a way to solve them at Kaiser Permanente would be a great job for me."
Customer Representative
13. If you were hired at Kaiser Permanente, how quickly would you expect to be on your feet and running on your own on the customer service team?
How to Answer
When onboarding with Kaiser Permanente, a lot of time, effort, and resources would be put into training you on the job. Most likely, your interviewer is trying to determine if you're worth all the fuss. Your answer should show that you'd be an asset to the team, not a liability. Be sure to let your interviewer know that you'd be a quick study and would give your best effort to be independent on the job within the first month or two after you start.
Answer Example
"I've always been a quick learner, so I feel that one month would be good enough for me to learn the ropes. In my initial training, I would soak in as much information as possible from colleagues to learn the Kaiser Permanente business from back to front, enabling me to provide the best service possible to all that I would be working closely with."
Customer Representative
14. If a customer demands to speak to a manager, what do you do?
How to Answer
A widespread occurrence in the customer service world is a customer demanding to speak to a manager when the answer they've received isn't satisfying. In the healthcare world, this is no different at Kaiser Permanente. In the end, your manager's time shouldn't be wasted with petty concerns, so make sure you've done everything on your level before you would escalate a situation to your manager.
Answer Example
"Before forwarding any concerns to management, I'd make sure first that I did my best to solve the issue on my level. I would clearly explain relevant policies and procedures to the customer in a clear and friendly manner. I'd apologize to the customer if they were not satisfied before escalating the situation to my boss."
Customer Representative
15. Over the past year, have you had any unexcused absences from work?
How to Answer
If asking this question during your interview, you can be assured that the customer service team at Kaiser Permanente will be relying on you to be a reliable and dedicated member of their team. If you truly haven't had any unexcused absence days, tell the recruiter that you believe in an excellent work ethic which is why you avoid absences as much as possible. If you did have any, then let the interviewer know that it was only because of a legitimate reason. In the end, be sure, to be honest in your answer as employment verifications and reference checks will likely be conducted if you will be considered for hire at Kaiser Permanente.
Answer Example
"At my previous job, I have only had one unexcused absence in the two years that I've been there. I don't get sick often, and this absence was due to my son having pneumonia. Thankfully, I am part of a very understanding team that covers for each other when we are out of the office."
Customer Representative
16. What work experiences do you have in customer service that you feel would greatly benefit the customer service team at Kaiser Permanente?
How to Answer
Your interviewer is asking for experiences applicable to this Customer Service Representative job at Kaiser Permanente with this question. Before your interview, be sure to read carefully through the job description on the job posting to match your work experiences to this job. While being as brief as possible, try to show that your experience aligns best for this role versus others interviewing for the role.
Answer Example
"I have a total of three years experience working face to face with customers. I worked as a receptionist in a clinic for two years, setting up appointments and maintaining patient records. I was also employed at an inbound call center for a year, where my job was to set up customer accounts and verify the information. Both jobs have honed my communication and organization skills, as well as my patience and attentiveness to customers."
Customer Representative
17. If hired at Kaiser Permanente, what area do you feel you could improve in as a Customer Service Agent?
How to Answer
Being self-aware is not a trait everyone possesses. Your interviewer would be happy to know that you're conscious of both your strengths and weaknesses in the work you do. Also, it doesn't hurt to show that you've already thought of how to become better on the job. During the interview, do not say that there isn't room for improvement as that could portray an inability for you to be aware of any faults that you have and may make you seem too smug for the role.
Answer Example
"One area I've really been trying to improve on is my leadership. While I've never held a formal supervisor or manager role up to this point in my career, I have led a few project groups. I want to continue to develop my leadership skills for future leadership positions in the customer service field."
Customer Representative
18. Talk about a time when you feel like you failed at customer service. What did you learn from that situation that you would bring to the Kaiser Permanente team?
How to Answer
Every employee in a customer-facing role has had a situation during their career in which a customer service interaction did not go as planned. Try to think of a situation that isn't too severe or that proves that you learned a lesson you can bring to the Kaiser Permanente team in this role. It is okay to be open and honest in your answer to this question, as your interviewer knows that anyone they consider for the team is human and prone to making mistakes. What's important here is the ability to learn from those mistakes to become better moving forward.
Answer Example
"At my last role, I was an usher at a local movie theatre, and a customer complained that the picture wasn't in the correct screen ratio for the previews. The movie started when they came to complain, so I apologized and rushed upstairs to the projector room to correct the issue. Later on, they complained to corporate and said I should have done more. I agreed. I should have stayed after the movie ended and apologized again to the patron and, if they were still unhappy, offered them free tickets to their next visit."
Customer Representative
19. Give me an example, outside of a call center, where you have pleased a customer?
How to Answer
If you're good at your job, even outside your normal work environment, that's a big deal for the Kaiser Permanente customer service team. It shows that you're consistently a great worker and lets the recruiter know that you're sincere about providing service to customers. Your example could be from your internship, a part-time job, or simply you helping out.
Answer Example
"One of my summer jobs was at a department store. My job as a personal shopper was to assist a customer from the moment she arrives to the checkout at the counter. Given the high volume of shoppers, messed up clothing piles, and packed fitting rooms, it was a bit of a struggle. Nevertheless, I did my job diligently and was rewarded by a high profile customer that asked for me every time she shopped at the store."
Customer Service Manager
20. How do you go about requesting feedback from your customers?
How to Answer
In the healthcare industry, regular surveys to patients and customers help organizations like Kaiser Permanente be recognized and improve for their services. Talk to the interviewer about your desire to obtain customer feedback and why it is critical to your team's success. Be sure to mention the methods used in your work past that highlights how you are familiar with obtaining customer feedback in the work you've done with them.
Answer Example
"My current organization is small, and we do not have an existing process for capturing and analyzing customer service data. In our business, we have every customers' email and phone number. Once a month, I select a handful of customers that I call directly. For the remainder, I send out an auto-email. I ask questions such as 'would you recommend our store to others? and 'on a scale of 1-10, how satisfied were you with your overall experience?' I also leave room for open-ended questions such as 'what could we do differently on your next visit?' Once I have compiled some valuable data, I will present it to my team in our monthly meeting. We can brainstorm ideas for improvement and move forward from there. If I receive consistently negative feedback on one particular team member, I will offer further coaching or take corrective action in a one-on-one setting."