Client Care Specialist | Customer Care and Family Support
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. The specialist provides compassionate, professional support, helps families understand services, and contributes to ensuring pets are cared for with dignity. The position involves customer service by phone, email, and in person, entering service requests and special instructions, coordinating with Operations, supporting pet-parent viewings and order pickups when required, and resolving concerns. It is an on-site role in a Gateway Care Center and includes frequent interaction with veterinary clinics and pet parents in a fast-paced setting. The schedule during training is Monday through Friday, 8:30 a.m.–5:00 p.m. Once trained, the schedule is Sunday, Monday, Tuesday, Wednesday, and Saturday, 11:30 a.m.–8:00 p.m. Compensation is $21–$25 per hour, depending on experience. Gateway provides training and describes opportunities for career development and advancement.
Requirements
- Communicate with empathy and professionalism.
- Pay close attention to detail.
- Remain calm in emotionally sensitive situations.
- Enjoy working 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 every family served.
Benefits
- Industry-leading benefits package
- 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
