Customer Service Representative

Customer Service Representative – Gateway Services Inc.

Gateway Services Inc. is North America’s leading accredited pet aftercare provider, offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With more than 150 locations, 2,000 team members and services to over 17,000 veterinary clinics across North America, we provide compassionate and respectful aftercare for pets and the people who love them.

Base pay: $20.00/hr – $23.00/hr. 40 hours per week, Monday‑Friday 6:30 am–3:00 pm. 40+ h/week minimum.

Customer Service Representatives (CSRs) serve as the primary link between Gateway and veterinary partners, building lasting relationships, managing customer needs, and resolving challenges with professionalism and compassion. While transportation is part of the role, CSRs spend their days engaging with clinics and communities, 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.
• Address service issues proactively and, when needed, escalates concerns to the appropriate department.
• Educate clinics on company services, policies, and procedures to enhance their experience and optimize operations.
• Maintain accurate documentation and tracking for all pets entrusted to you.
• Assist with administrative tasks related to client accounts, such as billing inquiries and service modifications.
• Follow safety guidelines, store policies, and vehicle/equipment standards for best‑in‑class service.
• Promote new product launches and available commemorative merchandise for pet parents.
• Distribute authorized marketing materials and monitor inventory levels of promotional items.
• Identify potential sales leads and direct them to the Business Development Manager for follow‑up.

• Grow revenue from existing clinics (Same Store Sales Growth).
• Expand services and products within your assigned route (Organic Growth).
• Retain clinic partnerships and maintain high satisfaction (Client Attrition Rate & NPS).
• Minimize customer complaints and ensure on‑time, exceptional service.

• High school diploma or GED required.
• Prior experience in customer service, account management, or route sales highly desirable.
• Proficiency in CRM systems and sales tracking tools.
• Ability to work early morning hours, weekends, and holidays as needed.
• Basic math and computer skills for order placement and inventory tracking.
• Valid driver’s license with a clean driving record.

• Empathy and Compassion:
  Deep understanding of pet parents’ grief and the vital role of aftercare.
• Service Excellence:
  Dedication to delivering exceptional customer service.
• Problem Solving:
  Turn obstacles into opportunities for smoother service.
• Urgency and Precision:
  Respond swiftly while maintaining accuracy and care.
• Sales Expertise:
  Educate and inform clinic staff about products with strong relationship‑building skills.
• Energy and Professionalism:
  Proactive approach with strong interpersonal skills.
• Innovative Problem‑Solving:
  Continuously seek ways to enhance customer experience.
• Strong Communication and Customer Focus:
  Excellent interpersonal skills with a customer‑first mindset.
• Multitasking and Account Management:
  Efficiently oversee multiple clinic accounts.
• Pet Handling
  
  Experience:
  
  Comfortable and experienced with handling animals; training provided.
• Independent Decision‑Making:
  Work autonomously in a fast‑paced environment.
• Technical Proficiency:
  Use CRM software, email communication, and other computer applications.
• Physical Capability:
  Safely lift and transport animals of various sizes.

• Daily direct interaction with veterinary clinic staff in a supportive environment.
• Independent decision‑making and the ability to…