Client Care Specialist | Customer Care and Family Support
About The Position
The Client Care Specialist is the first point of contact for veterinary clinics and pet parents, providing compassionate, professional support during difficult moments. The role helps ensure pets receive dignified aftercare and families receive the support they deserve. The position is on-site at a Gateway Care Center and involves phone, email, and face-to-face customer service in a fast-paced environment. The role is full-time, 40 hours per week. Training is Monday through Friday, 8:30 a.m. to 5:00 p.m.; after training, the schedule is Monday, Thursday, Friday, Saturday, and Sunday, 11:30 a.m. to 8:00 p.m. Gateway Services describes itself as North America's leading pet aftercare provider and offers paid training, career development, supportive leadership, and 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 and 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 every family served.
Benefits
- Competitive hourly pay of $21–$23, depending on experience.
- 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.
- Supportive leadership.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
