Client Care Specialist | Customer Care and Family Support

Gateway Services • Oxford, CT

6d • Onsite

About The Position

Gateway Services is hiring a Client Care Specialist to provide compassionate pet aftercare support to veterinary clinics and pet parents. The specialist is often the first point of contact and helps ensure pets are cared for with dignity while families receive empathetic, professional assistance. This is an on-site role at a Gateway Care Center in Oxford, Connecticut, involving phone, email, and in-person customer service in a fast-paced environment. The position works closely with Operations and may include supporting pet parent viewings and order pickups.

The role is full-time, with a schedule of Monday through Friday, 8:30 a.m. to 5 p.m. during training. After training, the schedule is Sunday, Monday, Tuesday, Friday, and Saturday, 8 a.m. to 4:30 p.m., for a minimum of 40 hours per week. Compensation is $21–$23 per hour, depending on experience. Previous customer service experience is preferred, and Gateway provides training.

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.

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 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.

What This Job Offers

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