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 need. This is an on-site position at a Gateway Care Center in Oxford, Connecticut. The specialist supports customers by phone, email, and in person; enters service requests and special instructions accurately; coordinates with Operations to fulfill commitments; assists with pet parent viewings and order pickups when required; and promptly resolves concerns. The role requires organization, attention to detail, teamwork, and calm, empathetic communication in a fast-paced and emotionally sensitive environment. The position is full-time, with a minimum of 40 hours per week. Training is Monday through Friday, 8:30 a.m.–5 p.m. Once trained, the schedule is Sunday, Monday, Tuesday, Friday, and Saturday, 8 a.m.–4:30 p.m. Compensation is $21–$23 per hour, depending on experience. Previous customer service experience is preferred; training is provided.
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 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 confidential 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
