Interview Process & Question Guide

Purpose

Provides Spartan managers with a structured interview process and approved question guide to assess candidates consistently and legally. ## Who This Applies To

Josh (primary interviewer for field and leadership hires) and any manager conducting interviews. ## Interview Stages

|---|---|---|---|

## Phone Screen Questions

1. What is your current licensure status? (Ohio plumbing license if applicable)

2. What is your timeline for starting? 3. What are your compensation expectations? 4. Why are you looking to leave your current role? 5. Have you worked in a Nexstar or flat-rate environment before? ## In-Person Interview Questions (Approved)

### Experience/Skills

- Walk me through your experience with [service calls / installs / office work]. - What is the most complex [water heater / repipe / drain] job you have handled? - How do you handle a situation where you do not know how to fix something? ### Customer Interaction (use Spartan's 5-star language)

- Tell me about a time when you turned a difficult customer into a satisfied one. - How do you explain a pricing option to a customer who is resistant? - What does a 5-star customer experience look like to you? ### Accountability / Reliability

- Tell me about a time you made a mistake on the job. What happened and what did you do? - What does "showing up prepared" mean to you? - Have you ever been on a performance plan? (Note: this is a factual question, not automatically disqualifying. )

### Culture Fit

- What kind of management style brings out your best work? - What would your last manager say is your greatest strength? Your biggest development area? ## What to Avoid (Illegal Questions)

Do NOT ask about:

- Age, birthdate, or graduation year

- Marital status, children, or family plans

- National origin, religion, or citizenship

- Health conditions or disabilities

- Anything related to protected characteristics

If a candidate volunteers this information, do not acknowledge or record it. ## Personality Assessment

From Slack: candidates advancing to senior or leadership roles may be required to complete a Prevue personality assessment before a final offer. Josh determines which candidates require this step. ## Interview Scorecard

After each interview, complete a brief scorecard:

- Technical skills: 1-5

- Customer interaction fit: 1-5

- Reliability/accountability signals: 1-5

- Culture fit: 1-5

- Overall recommendation: Hire / Maybe / No

## Related SOPs

- Job Posting & Sourcing Process — pre-interview steps

- Offer Letter & Compensation Setup — post-interview steps

- Background Check & Drug Screening — pre-start requirements

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