Client Care Specialist | Customer Care and Family Support
About The Position
Gateway Services provides compassionate pet aftercare services to families during difficult moments. The Client Care Specialist is the first point of contact for veterinary clinics and pet parents, helping ensure pets are cared for with dignity and families receive support. The role provides customer service by phone, email, and in person, and coordinates with Operations to deliver on service commitments. It also supports pet parent viewings and order pickups when required and helps create a compassionate experience for every family served. This is an on-site position at a Gateway Care Center in Middleborough, Massachusetts. The position is full-time, with a minimum of 40 hours per week. Training is scheduled Monday through Friday, 8:30 a.m. to 5:00 p.m. Once trained, the schedule is Sunday, Monday, Thursday, Friday, and Saturday, 8:00 a.m. to 4:30 p.m. Compensation is $21–$23 per hour, depending on experience. Previous customer service experience is preferred, and training is provided. Gateway offers competitive pay, an industry-leading benefits package, paid training, career development, and supportive leadership. Employees also have access to Gateway CarePath, a confidential emotional wellness program designed for people working in pet aftercare.
Requirements
- Communicate with empathy and professionalism.
- Pay close attention to detail.
- Remain calm in emotionally sensitive situations.
- Work effectively in a fast-paced environment.
- Work well as part of a team.
- Take pride in delivering exceptional customer service.
Nice To Haves
- Previous customer service experience is preferred.
Responsibilities
- Support veterinary clinics and pet parents by phone, email, and in person.
- Answer questions with empathy and professionalism.
- Accurately enter service requests and special instructions.
- Coordinate with Operations to ensure service commitments are fulfilled.
- Support pet parent viewings and order pickups when required.
- Resolve concerns promptly while maintaining customer confidence.
- Help create a compassionate experience for every family served.
Benefits
- Medical, dental, and vision coverage
- 401(k) with employer matching contributions
- Company-paid life insurance
- Company-paid long-term disability
- Paid vacation and company holidays
- Paid training and career development
- Employee Assistance Program (EAP)
- Gateway CarePath emotional wellness program
- Health Savings Account and Flexible Spending Accounts
- Pet insurance
- Employee Discount Marketplace
- Career advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
