Client Care Specialist | Customer Care and Family Support

Gateway Services • Northborough, MA

6d • Onsite

About The Position

Gateway Services is hiring a Client Care Specialist at Final Gift Pet Memorial in Northborough, Massachusetts. The role is the first point of contact for veterinary clinics and pet parents seeking pet aftercare services. It calls for compassionate, professional support to families during emotionally sensitive moments and careful coordination to ensure pets are cared for with dignity.

The position is on-site at a Gateway Care Center and involves customer service by telephone, email, and in person. It requires organization and attention to detail in a fast-paced environment, along with collaboration with Operations. The role is full-time. Training is Monday through Friday, 8:30 a.m. to 5 p.m. After training, the schedule is Sunday, Monday, Tuesday, Wednesday, and Saturday, 11:30 a.m. to 8 p.m.

Gateway offers competitive hourly pay, paid training, career development, and supportive leadership. Client Care Specialists also have access to Gateway CarePath, a confidential emotional wellness program designed for employees 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 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 each family served.

Benefits

• Competitive hourly pay
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed