Customer Service Representative/Route Service Representative

Before You Apply — What This Role Requires This is not a desk job and not a traditional driving role. As a Customer Service Representative (CSR) at Gateway, you are the primary, face-to-face representative of our company to veterinary clinics and, at times, pet parents. You work independently, manage a demanding route, and handle pets in emotionally sensitive situations with precision, professionalism, and care. This role is physically active, emotionally real, and operationally critical. From the moment a pet is entrusted to you, everything downstream depends on your accuracy, reliability, and judgment. If you take pride in doing meaningful work, value professionalism, enjoy building relationships, and are comfortable with physical and emotional responsibility, this role can be deeply rewarding. 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. (Don’t worry if you haven’t worked in pet aftercare before — we’ll provide training!) Job Overview The CSR role sits at the very start of the pet aftercare process. You are the link between Gateway and our veterinary partners, responsible for: Building and maintaining trusted clinic relationships Ensuring pets are handled and transported with dignity Executing pickups and deliveries accurately and on time Protecting trust through professionalism and attention to detail This is a relationship-driven role with high accountability, requiring independence, organization, and composure in sensitive environments. The CSR role reports to the Care Center Manager. The CSR supports veterinary partners by providing professional, compassionate pickup and delivery services on an assigned route. This role requires exceptional accuracy, integrity, and sensitivity. Key Responsibilities Review daily routes, load required equipment, and ensure all items are correct before departure Visit assigned veterinary clinics, maintain strong professional relationships, and follow clinic procedures Retrieve deceased pets respectfully, often from chest freezers, with awareness of public and clinic environments Use company technology to scan pets at pickup and delivery; double check names, IDs, and instructions Accurately document requests and complete all follow through Interact with pet parents occasionally, with compassion and professionalism Return to the Care Center to unload pets, place them correctly, and complete scanning and handoff to Operations Maintain full responsibility for each pet until properly received and documented Serve as the primary point of contact for clinics, building strong, respectful relationships and addressing questions or concerns promptly Deliver consistent, compassionate, high quality service while gathering feedback to improve the clinic experience Complete all route stops accurately and on time; anticipate clinic needs and follow all safety and company policies Maintain cleanliness and professionalism of vehicle, equipment, and uniform Support basic account related administrative tasks Provide clinics with information on available services and commemorative options; distribute approved materials Identify service opportunities and refer potential leads to Business Development Role Focus You are not a salesperson—you are a trusted partner delivering care, accuracy, and dignity at every step. What We’re Looking For This role is best suited for someone who: Is personable, calm, and compassionate Takes pride in professionalism and personal accountability Is physically capable of frequent lifting and active workdays Is highly reliable, organized, and detail-oriented Builds trust naturally and communicates clearly Understands that accuracy and consistency are essential Loves pets and respects the emotional weight of this work Pet lovers and pet parents often thrive in this role. Education, Training & Qualifications High school diploma or GED required Prior customer service, account management, or route-based experience preferred Valid driver’s license with a clean driving record Comfortable using mobile technology and CRM systems Ability to work early mornings, weekends, or holidays as needed Working Conditions Frequent heavy lifting up to 100 lbs and physical activity Driving in all weather and road conditions Exposure to emotionally sensitive situations Independent work with high accountability Fast-paced, non-desk-based work environment What You’ll Get At Gateway, we support our people with meaningful benefits and growth opportunities: Competitive hourly pay + overtime eligibility Medical, Dental, and Vision insurance Company-paid Life, AD&D, and LTD insurance 401(k) with employer match Tuition assistance (up to $2,000) Paid holidays and PTO Career development and internal advancement opportunities The chance to do work that truly matters Join Us Gateway Services Inc. and our brands are committed to providing accessible employment practices and fostering a culture of diversity and inclusion. Our employees are our greatest asset and each employee's cultural differences, life experiences, self-expression, and unique capabilities are what build our company culture and success. If you require accommodation due to disability during any stage of the recruitment process, please notify Human Resources at View email address on click.appcast.io Gateway Services is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all Team Members. New employees joining Gateway Services will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, please visit #J-18808-Ljbffr