What they're looking for: A candidate who fits within the organization's current structure.

How to answer: Do your research before the interview to learn how the organization has structured their customer service department. Either call in to the company's main line to go through the process as a customer, or submit a support ticket online. Ask the customer service rep on the line how the organization is structured, and be candid that you'll be interviewing for a job at the company, and just want to learn. Not only will you learn about the company, but you might make a friend on the inside as well who can sing your praises.