Customer Service Representative​/Route Service Representative

Overview

Customer Service Representative/Route Service Representative – Trusted Journey – Spencer, OK. M-F 9AM–5PM, full-time (40 hrs + overtime as needed). Pay range: $16.00–$21.00/hr (based on overall skill and experience).

About Gateway Services:
Gateway Services is North America’s leading pet aftercare provider, trusted by over 17,000 veterinary clinics. With more than 2,300 team members across 140+ locations, we support pet parents with dignity, compassion, and care — one pet at a time. Please visit Gateway Services Inc. to learn more about us. Training is provided for those new to pet aftercare.

At Gateway, our Customer Service Representatives (CSRs) are relationship-driven professionals in a key customer-facing role. As the primary link between Gateway and our veterinary partners, CSRs build lasting relationships, manage customer needs, and resolve challenges with professionalism and compassion. This role involves interactions with clinics and communities, and requires staying active and representing Gateway with care and integrity.

• Serve as the main point of contact for veterinary clinics, providing reliable and compassionate service
• Build trusted relationships with clinic staff and families through empathy, respect, and professionalism
• Safely handle pets in the aftercare process with dignity and care
• Manage customer needs and solve problems effectively
• Support Gateway’s reputation for exceptional service in every interaction

• Strong relationship-builder with excellent communication skills
• Empathetic and respectful toward families and pets in our care
• Organized, dependable, and committed to customer service excellence
• Comfortable with driving responsibilities and being active throughout the day
• Pet lovers and pet parents are especially well-suited to this role

The CSR role reports to the Care Center Manager.

• Serve as the primary point of contact for veterinary clinics on your route
• Build and maintain strong relationships with clinic staff to ensure satisfaction and efficiency
• Educate clients on services, answer questions, and address concerns promptly
• Address inquiries or concerns raised by clinic employees regarding service quality and operational efficiency
• Ensure clinics receive prompt and professional support for all their pet aftercare needs
• Collect feedback to improve service quality and enhance the overall customer experience

• Address service issues proactively and escalate concerns to the appropriate department when necessary
• Educate clinics on company services, policies, and procedures to enhance their experience
• Ensure proper collection of all pets from veterinary clinics with professionalism
• Anticipate clinic needs, ensuring high-quality service
• Maintain documentation and tracking for all pets entrusted to you
• Enhance the clinic experience by ensuring staff are informed on services, policies, and procedures
• Assist with administrative tasks related to client accounts, including billing inquiries and service modifications
• Follow company safety guidelines, adhere to store policies, and maintain vehicle and equipment standards
• Maintain best-in-class service standards with proper uniform and vehicle cleanliness
• A positive and welcoming attitude is required

• Educate veterinary staff on new product launches and merchandise for pet parents
• Distribute authorized marketing materials and ensure product information is up to date
• Identify potential sales leads and refer them to the Business Development Manager for follow-up
• Monitor inventory levels of promotional materials and request replenishments as needed

• Growing revenue from existing clinics
• Expanding services and products within your route
• Retaining clinic partnerships and maintaining high satisfaction (Client Attrition Rate & NPS)
• Minimizing customer complaints and ensuring on-time, exceptional service

• High school diploma or GED required
• Prior experience in customer service, account management, or sales/route sales is desirable
• Proficiency in CRM systems and sales…