For the initial application, I sent in my resume, cover letter, and responses to three questions. I received a response by email shortly after and was asked 9 more questions about my general customer service experience and experience with cats. Afterwards they did an hour-long phone interview where they asked me similar questions. After this there was a 1.5 hour long uncompensated shadowing interview. Finally, they checked my references. The process took a lot of time and felt very disorganized. It was conducted by a veterinary assistant. There was no management from what I could tell.