Customer Service Representative/Operations - Hybrid

Customer Service Representative/Route Service Representative Agape Pet

Verona, VA M, W& Th 8AM4:30PM T-F 6AM2:30PM | On call required Full-Time (40 hrs + overtime as needed) Pay Range: $20.00$24.00/hr (Based on overall skill and experience)

This is a hybrid position. Depending on business needs, staffing levels, and operational priorities, your work may include customer service routes, Care Center operations, or a combination of both within the same week or even the same day.

This is not a desk job and not a traditional driving role.

This is not a traditional driving position and it is not solely an operations role.

You'll spend time both on the road serving veterinary clinics and inside the Care Center supporting cremation operations. Every day is different, but every responsibility contributes directly to providing compassionate aftercare for pets and peace of mind for their families.

This role is ideal for someone who enjoys variety, works independently when needed, collaborates well with a team, and takes pride in doing meaningful work with exceptional accuracy.

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!)

This hybrid role combines the responsibilities of both our Customer Service Representative (CSR) and Operational Team Member (OTM). Some days you'll represent Gateway in veterinary clinics, building trusted relationships while transporting pets with dignity. Other days you'll work inside the Care Center performing cremation operations, creating memorial items, processing cremated remains, and preparing pets to return home to their families.

Success in this role requires compassion, professionalism, attention to detail, physical stamina, and the flexibility to move between customer-facing and operational responsibilities while maintaining exceptional quality at every step.

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 and prepare equipment before departure.
• Safely transport pets between veterinary clinics and the Care Center.
• Build professional relationships with veterinary partners.
• Retrieve pets respectfully while maintaining professionalism in clinic environments.
• Scan pets and verify identification throughout transport.
• Maintain chain of custody and complete accurate documentation.
• Return pets safely to the Care Center for processing.
• Maintain company vehicles, equipment, and route materials.
• Communicate service opportunities and clinic feedback to leadership.

Operations Responsibilities

• Operate cremation equipment according to company procedures.
• Create memorial products including paw prints and plaques.
• Process and package cremated remains accurately.
• Perform quality checks throughout every stage of production.
• Prepare workstations and equipment.
• Clean and sanitize equipment and work areas.
• Support teammates to meet production schedules.
• Follow all safety procedures and immediately report concerns.

Role Focus

You are not a salespersonyou are a trusted partner delivering care, accuracy, and dignity at every step.

What We're Looking For

We're looking for someone who:

• Is compassionate, professional, and dependable.
• Builds trust easily with customers and teammates.
• Enjoys both independent work and team environments.
• Thrives in physically active work.
• Pays close attention to detail.
• Can balance customer service with operational responsibilities.
• Is comfortable working around deceased pets.
• Adapts quickly as business needs change.
• Takes ownership of their work from beginning to end.

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 lifting up to 100 pounds or more.
• Regular driving in varying weather conditions.
• Regular exposure to deceased pets.
• Exposure to heat, dust, noise, and production equipment.
• Standing, walking, bending, kneeling, lifting, and repetitive motion throughout the day.
• Early mornings, evenings, weekends, holidays, overtime, and schedule flexibility based on operational needs.

What You'll Get

• 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

If you're looking for more than just a job if you want a role where your compassion, charisma, and community spirit shine through we'd love to hear from you.

Apply today and help us serve pet parents with the care and dignity their companions deserve.

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

New employees to Gateway 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

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M, W & Th 8AM4:30PM T-F 6AM2:30PM 40 hours full time; overtime as business needs