TH E HR S UP P O RT C E NTE R INTERV IEW QU ESTIONS GUIDE

Role and industry-specific questions to

help simplify your hiring process
Introduction
Asking the right questions is essential to
having a successful interview process.
Each of the sections in this guide
features a set of questions you can use
to determine whether job candidates
have the knowledge, skills, and abilities
needed to do the job.

To keep your interviews as fair as

possible, and to ensure that you’re
evaluating candidates using the same
criteria and selecting the best person
for the job, it’s best to ask the same
questions when interviewing multiple
applicants for a role.

This guide contains questions in the

following categories to help you assess
candidates:
Getting started
»» Behavioral PHONE PRE-SCREEN
»» General skills-based
»» Interpersonal »» What specifically made you interested in this
»» Creative thinking position?
»» Managing change »» Is the salary range we have set for this position
»» Communication within your acceptable range?
»» Problem-solving
»» Why are you currently searching for a new
»» Managerial
position?
»» Executive
»» Industry specific »» What are the top 3 duties in the job you have
now, or in your most recent job that correlates
Let’s start with the phone pre-screen. well to the position we have posted?

»» What are some typical decisions you make and

how do you make them? Give some examples.

»» What strengths do you feel you would bring to

this organization?

»» What are your long-term career goals?

»» Describe for me your ideal company.

Inter view Questions Guide 2

BEHAVIORAL-BASED AND HYPOTHETICAL QUESTIONS

»» Tell me about a time that someone pointed out that »» Tell me about a time when you were a part of a great
you had made an error, how did you react and what team. What was your contribution and role in making
steps did you take to correct it? the team effective?

»» If someone asked you for assistance with a matter »» Give me an example of a time when you had to deal
that is outside the parameters of your job description, with a difficult co-worker. How did you handle the
what would you do, or how would you respond? Can situation?
you tell me about a time that this has happened and
»» Tell me about a personal or career goal that you have
what was the end result?
accomplished and why that was important to you.
»» You are a committee member and disagree with
»» What strengths did you rely on in your current or last
a point or decision made by another committee
position to make you successful in your work?
member. How will you respond? What actions will you
take?

»» Tell us about a time you dealt with conflict in the

workplace.

Skills-based questions
GENERAL
»» Could you share with us a recent accomplishment of »» In what areas would you like to further develop? What
which you are most proud? are your plans to accomplish these/this goal(s)?

»» What would you have liked to do more of in your last »» What do you know about our company?
position? What held you back?
»» Why should we hire you?
»» Tell us a bit about your professional background, and
»» If the position required it, would you be willing to travel?
then give us a description of how you think it relates to
our current opening. »» If the position required it, would you be willing to
relocate?
»» What skills do you have that make you the best
candidate for this position? »» If you were offered this position, when would you be
available to start?
»» Why have you applied for this position?
»» After learning about this opportunity, what made you
»» What skill set and value do you think you would bring to
take the next step and apply for the job?
this position?
»» Now that you have learned about our company and
»» Tell me about your present or most recently held job.
the position for which you are applying, what hesitation
Why did you choose it? Why did you/do you want to
would you have in accepting this job if we offer it to you?
leave?
»» Tell me anything else you would like us to know about
»» What was your primary contribution/achievement in this
you that will aid us in making our hiring decision.
role? What was/were the biggest challenges you faced?
»» What questions would you like to ask me?
»» What are your short-term and long-term professional
goals?

Inter view Questions Guide 3

INTERPERSONAL What do you do when
»» What are your strengths?
others resist or reject your
»» Describe how you like to be managed, and the best
ideas or actions?
relationship you’ve had with a previous or current
»» What do you think are the best and worst aspects of
manager.
working in a team-based setting? How do you handle
»» Describe what you see as your strengths related working in a collaborative environment?
to this job/position. Describe what you see as your
»» Under what kinds of conditions do you learn best?
weaknesses related to this job/position.
»» How would your past or current employers describe
»» Explain how you have developed relationships with new
your response to hectic or stressful situations?
co-workers and management when you have joined a
new company? »» How would your past or current co-workers describe
your work style or work habits?
»» How about reporting staff if applicable?
»» If you were offered this position, when would you be
»» Assume you are in a situation where you have to deal
available to start?
with a person very different from yourself and you are
finding it challenging to interact with that individual.
What would you do? CREATIVE THINKING
»» What methods do you use to make decisions?
»» Do you seek alternate methods of career development
»» Describe a difficult time you have had dealing with on your own time? If so, what outlets do you utilize?
an employee, customer, or co-worker. Why was it
challenging? How did you handle it? What was the »» Tell me about a time, if any, that you used an idea from
outcome? a podcast/book/other media outlet that you were able
to implement in the workplace?
»» How would your co-workers describe your work style/
habits? »» What was the most creative thing you did in your most
recent role?
»» What do you do when others resist or reject your ideas
or actions? »» Describe a time when you had to think “outside the box”
and how did you go about it?
»» Tell me about a time that you disagreed with a decision
and what steps you took to address your disagreement. »» Tell me about a time when you tried to solve a problem
with a totally different approach than is normally used.
What was the result?

»» Describe an ideal work environment or “the perfect job.”

Inter view Questions Guide 4

MANAGING CHANGE

» Has there been a time that you have had to face » Have you ever had to persuade a group to accept a
resistance to change? Were you successful in proposal or idea? How did you go about doing it? What
changing the mindset of the individual or individuals? was the result and how did you feel about it?
And how did you do so?
» Have you ever been caught unaware by a problem or
» How do you react when the demands of a job change obstacle that you had not foreseen? What happened?
frequently?
» How comfortable are you with change? Give me an
» How do you handle stress? example.

COMMUNICATION SKILLS

» Give an example of how you consider your audience » What do you do when you think someone is not
prior to communicating with them. What factors listening to you?
influence your communication?
» Have you ever given a presentation to a group? How did
» Describe your communication style. you prepare for it? What would you do differently?

» Tell me about a time when effective listening skills » Describe a time when you were able to overcome a
helped you in a problematic situation. communication barrier(s).

PROBLEM-SOLVING

» Have you ever had to proactively identify future » How do you begin to solve a problem that initially
complications to a project being put in place? What seems insurmountable?
measures did you take to combat them?
» What do you do when you are faced with an obstacle
» Have you ever solved a problem others around you to an important project? Give me an example.
couldn’t? Tell me about it.
» How do you analyze different options to determine
» What was one of the toughest problems you ever which is the best alternative?
solved? What process did you go through to solve it?

» Do people ever come to you for help in solving

problems? Why?

Inter view Questions Guide 5

PROJECT MANAGEMENT PROJECT WORK

»» What type of projects have you managed in the past? »» Have you ever solved a problem others around you
could not fix? Give me an example.
»» Have you had a non-productive team member on your
project team? What happened and how did you handle »» Tell me about a time when a work problem was more
this situation? extensive than it initially appeared?

»» What was the last big project you worked on? »» Do people generally come to you for help in solving
problems? Give me an example of when this has
»» How did you start this project? happened.
»» What were the deliverables? »» Have you ever managed anything where the people
or units reporting to you were in different locations?
Tell me how this worked.
What metrics do you use to »» How do you go about persuading and leading
measure ongoing project resources that are not under your direct control to
get something completed?
status? »» When you design a process to get something
accomplished, how do you line up the steps?
»» What, if any, cost overrun issues did you have? How »» How do you react when you find yourself hung up in
did you handle these? an inefficient process?
»» What other obstacles did you overcome? »» What are some of the most effective ways to keep
tasks on track?
»» Were the deadlines met? (Why or why not?)
»» Tell me about a time when you organized and
»» What would you have done differently?
managed others on a complex task from beginning to
»» Describe a specific project for this position. end.

»» How would you start this project?

»» Who should be on the project team? Why?

»» What are the three biggest risks for this project?

»» What control measures/techniques would you put in

place to overcome these three risks?

Inter view Questions Guide 6

Position-specific questions
MANAGERIAL

»» Why do you think a team of people – sports team, work »» Describe for me a decision you made which would
team, may not work well together? normally have been made by your supervisor. What was
the outcome?
»» Tell us about your management style - people,
teamwork, direction? »» Discuss and differentiate between remediation,
corrective action, and discipline.
»» Describe your ideal supervisor.
»» Explain, step by step, how you have handled an
»» What is your philosophy of management? employee with performance problems.
»» How have you participated in planning processes? »» What coaching or mentoring experience have you had?
Please give us an example. With groups or one-on-one? How did you determine the
»» Is it more important to be a detail-oriented person, or a appropriate way to coach/mentor and what were the
big-picture person? Please explain your position. results?

»» What was the most challenging personnel issue that »» Managing requires motivating employees as well as
you have dealt with and how did you handle it? accomplishing tasks. Do you find it more natural to
point out what is wrong so employees can competently
»» Describe for me a time when you have come across accomplish tasks, OR to praise employees for their
questionable business practices. How did you handle work and then point out what may need correcting?
the situation?
»» Are you at your best when dealing with details and day-
»» A new policy is to be implemented organization-wide. to-day operations OR with concepts, envisioning and
You do not agree with it. How do you communicate this planning for the future? Give me an example.
policy to your staff?

Inter view Questions Guide 7

EXECUTIVE

»» Please describe your interest in becoming [title of »» Give me an example of how and when you were
position]. the spokesperson for your current or most recent
company.
»» Tell me about your current position or most recent
position and how you helped the organization »» As our President/CEO, how would you proceed if the
accomplish its goals and mission. board of directors adopted a policy or program that
you felt was inconsistent with the goals and mission of
»» What did you do for that company that made a our company?
difference and for which you believe you will be
remembered? »» Tell me about your experiences with staff
development. How do you think your current or most
»» Tell me about your experience in leading and recent staff would describe you?
managing an organization similar to ours.
»» How do you stay informed of current ideas on
»» Do you have a personal philosophy of management? management and the (industry field for the company/
»» Tell me about your fiscal management experience: organization)?
budgeting, reporting, cutting costs, building and »» Based on what you have read and heard, what ideas
maintaining reserves. do you have about increasing the success of this
»» Have you ever had to champion an unpopular change? company?
How did you handle it? »» Are there any programs, policies, or actions of (name
»» Have you ever faced a significant ethical problem at of company/organization) that you have heard of with
work? How did you handle it? which you have concerns or differences?

»» Tell me about your experience working with a board »» If you are hired for this position and are still with
of directors. What approach and philosophy did you (name of company/organization) five years from now,
follow in working with boards? how do you think the organization will be different?

»» What do you think is the role of the President/CEO in

strategic planning for the organization?

Inter view Questions Guide 8

Functional and industry-specific questions

ACCOUNTING ADMINISTRATIVE (continued)

»» Describe some recent projects you were involved in to »» What is unique about your work style?
improve Accounting’s efficiency/effectiveness. What
»» What do you know about the company?
did you do?

»» Describe for me a time when you have come across

questionable accounting practices. How did you
handle the situation? What further steps did you take? Describe a time when you
»» Have you completed month end/year end closing? How made a mistake at work?
much experience do you have?
How did you deal with this
»» Describe your most challenging encounter with
month end/year end closing. How did you resolve the
situation and what was its
problem? outcome?
»» Describe your PL (profit/loss) experience.

»» What type of inventory audits have you been involved

»» What is unique about your work style?
in? Describe challenges you’ve faced.
»» What do you know about the company?
»» Tell me about your knowledge of commissions
accounting. »» What do you think your last boss would say about you
and your work?
»» What experience have you had with tax accounting?
»» Each boss is little different, my management
philosophy /style is ______. In what way do you think
ADMINISTRATIVE that your work style would complement mine? What
do you foresee to be challenges or adjustments for us
in this new role?
»» What do you like about working with customers/
clients? What do you dislike? »» Describe your previous experience with travel
planning and reservations.
»» Describe a time when you had to deal with a difficult
boss, co-worker, or customer. How did you handle the »» What experience do you have scheduling meetings,
situation? conferences and ordering food and materials for
meetings?
»» Give us an example of how you stay organized when
juggling multiple tasks. »» How would you describe your skills in Word, Excel,
PowerPoint, Access, and (other relevant software
»» Have you worked under time constraints before? Can
used in the job)? Beginner, intermediate, or
you give us an example?
advanced?
»» Was there a time when you struggled to meet a
deadline?

Inter view Questions Guide 9

CUSTOMER SERVICE

»» What do you like about being in Customer Service? »» Tell me about a time when you had trouble working
What do you find is the most difficult part of being in with a difficult or demanding customer. How did you
Customer Service? handle this?

»» Tell me about a time when you went out of your way to »» Tell me about a situation in which you did not do your
give great service to a customer. best with a customer. What did you do about this?

»» Describe a process or system that you improved so »» How do you go about establishing rapport with a
customers would be better served. customer? Give an example.

»» Tell me about a time when you asked for feedback on »» Describe a time when you exceeded a customer’s
your customer service skills from your manager or expectations?
co-worker and then used that response to improve your
»» Describe a time when you lost a customer. What would
work.
you do differently?
»» Tell me about a time when you knew that your
»» When are policy exceptions to customers warranted?
customer might not get what they needed on time. How
Not warranted?
did you handle this?
»» How do you go about deciding what strategy to employ
»» Tell me about a time when you had to say “no” to a
when dealing with a difficult customer?
customer’s request because it was against company
policy. »» What have you done to improve relations with your
customers?

Inter view Questions Guide 10

ENGINEERING

»» Tell me about a long-term engineering project for which »» We often work in teams. Tell me about a time when an
you were responsible that required you to communicate engineering team project failed.
with numerous people and departments.
»» Think of a specific engineering project that you’ve
»» Tell me about a time when you dealt with an completed. Were you successful in achieving the
engineering problem that tested your knowledge. desired results?

»» If we offer you this position, what one technical »» What was the most interesting/challenging technical
contribution would you expect to make during the first proposal you’ve ever written?
3 months on the job?
»» Give me an example of a time when you needed to help
»» Describe the most important written technical report engineers learn a new skill set. What did you do?
that you had to complete.
»» Describe a time when you had to make a very important
»» The last time that you experienced a technical problem and difficult decision that affected everyone in the
during your workday, to whom did you go for help? Why engineering department.
did you choose this person?
»» How do you keep your team from feeling overwhelmed
»» Tell me about a time when you solved a problem that when various projects in process are equally
appeared to be unsolvable. important?

»» Explain how you can keep from getting bored when »» Give an example of a time when you had to quickly
dealing with routine engineering work. change project priorities. How did you do it?

»» Describe a time when you were instrumental in »» What means do you use to communicate step-by-step
creating a good relationship with another department engineering processes when making a critical decision
within your company. that involves other engineers?

HEALTH CARE INFORMATION TECHNOLOGY

»» How will your work performance enhance (name of »» In your experience, what are the essential elements of
company/organization) in the healthcare arena as it is an IT disaster recovery plan?
today?
»» Describe the types of network security features you
»» How do you handle stressful situations? have implemented or maintained in the past.

»» Give me an example of a time where you worked »» When you have several users experiencing computer
effectively under pressure. problems, how do you determine which users get help
first?
»» How do you ensure that you deliver the best care, for
every patient, every time? »» Describe your decision-making process when selecting
which IT certifications to pursue.
»» Talk about previous collaboration efforts you’ve
spearheaded with other provider organizations, »» What software have you had the most success
physicians, businesses, or insurers. supporting?

»» How do you keep up to date on new laws and »» What characteristics do you feel are necessary for
regulations to ensure compliance? success as a technical support worker?

Inter view Questions Guide 11

HOSPITALITY CONSULTING

»» How would you define guest satisfaction? »» How many active organizations do you currently
represent?
»» Describe a time when someone failed to provide
satisfactory service to you. How could that person »» What sizes of organizations have you worked in?
improve their performance in that particular situation?
»» What industries?

»» Have you worked for any direct competitors (of this

company)?
Give an example of one
»» Do you have any exclusive or non-poaching (non-
thing that is important in compete) agreements with any of these organizations?

building repeat-customer »» Do you have an existing retainer with any of these?

business? »» What has been the average length of your assignments

during the last year?

»» Depict the scope of work for a typical assignment.

»» How would you define guest satisfaction?
»» What database or project tools are you familiar with,
»» What types of behaviors do you find most annoying e.g., Access, Project?
or frustrating in a guest? How do you handle those
behaviors? »» What other tools are needed for the level of tasking
requested?
»» What specific process do you go through when a guest
is dissatisfied? »» What is your expectation of on- versus off-site work?

»» Describe a time when you had to deal with a difficult »» If additional assets are required to meet the Statement
guest-relations problem. of Work (SOW), how would these be recruited and
deployed?
»» Tell me about a time when you needed to work as part
of a team to satisfy a guest. »» Do you have a model agreement which you prefer to
use and is it modularized for adding SOWs or tasking
»» “Yes” is the word guests like to hear. However, if you within an SOW?
had to say “no,” how would you do it?
»» Do any of your assignments feature early completion
»» How do you think previous guests would describe you incentives?
and your work?
»» What is your preferred compensation structure for
tasking?

Inter view Questions Guide 12

MARKETING

» What qualities and skills do you think a successful » Tell me about a marketing nightmare you were involved
marketing professional should have? in. If you have had none, describe what you would
consider a marketing nightmare.
» What non-marketing skills should a successful
marketing professional have? » Tell me about two marketing accomplishments that
were very successful or that you are the most proud of.
» Tell me what type of relationship ought to exist
between marketing and sales departments? » What kind of training have you had in digital marketing?

» How about the relationship between marketing and » What three things are most important to you in a
sales and service departments? marketing position?

» Tell me about your experience in marketing research. » How do you manage multiple, ongoing projects?

» Which of the qualities and skills you named for

successful marketing do you have?

SALES

» Describe the sales activities in which you were » Did/do you have assigned quotas or targets?
engaged in your last job.
» How much of your time was devoted to sales vs. other
» What were your responsibilities throughout the sales assigned duties?
cycle?
» Describe the ideal sales job from your perspective.
» How would you rate yourself as a closer?
» How would your prior sales managers describe your
» As a sales representative, what support, either sales capabilities? For business development? For
administrative or sales assistance, did you receive? enhancing existing customer business?

» Have you ever been engaged in team sales? » Describe the best sales incentive plan under which
you have worked.
» How would you describe your abilities as a business
developer? As a business maintainer? » Describe the ideal sales support you would need to be
most effective as a sales representative.
» How were/are your incentives structured in your last/
current job?

Inter view Questio ns Guide 13

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