Customer Service Representative/Route Service Representative

Customer Service Representative / Route Service Representative Location: Middleborough, MA Hours: Monday, Tuesday, Thursday, Friday, Saturday – 7:00 am to 3:30 pm (40 hours per week; overtime as needed) Pay: $21.00 – $25.00 per hour (based on skills and experience) About the Role: The CSR is the first point of contact between Gateway Services and veterinary clinics. This is a physically active, on‑route position that requires interaction with pet parents and clinic staff during emotionally sensitive situations. Success hinges on accuracy, professionalism, and the ability to manage an independent route schedule. Key Responsibilities: Review and prepare daily routes, load required equipment, and verify all items before departure. Visit assigned veterinary clinics, maintain strong professional relationships, and follow clinic procedures. Retrieve deceased pets respectfully, often from chest freezers, while maintaining 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, 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. 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. Physically capable of frequent lifting and active workdays. Highly reliable, organized, and detail‑oriented. Personable, calm, and compassionate; able to build trust naturally and communicate clearly. Understanding that accuracy, consistency, and emotional sensitivity are essential. Love for pets and respect for the emotional weight of this work. 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. Benefits: Competitive hourly pay with 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. Gateway Services Inc. and its brands are committed to providing accessible employment practices and fostering a culture of diversity and inclusion. If you require accommodation due to a disability during any stage of the recruitment process, please notify Human Resources at View email address on click.appcast.io. New employees will be required to successfully pass the E‑Verify employment verification check. To learn more about E‑Verify, including your rights and responsibilities, visit e‑verify.gov. #J-18808-Ljbffr