Client Care Specialist | Customer Care and Family Support
About The Position
Gateway Services provides compassionate pet aftercare services to families during difficult moments. The Client Care Specialist is the first point of contact for veterinary clinics and pet parents, guiding them with empathy, professionalism, and care. The role supports veterinary partners and families while helping ensure pets are treated with dignity and families receive appropriate support. This is an on-site position at a Gateway Care Center in Los Angeles, California. The specialist provides customer service by telephone, email, and in person, and works closely with Operations. The position is full-time, Monday through Friday, 8:30 a.m. to 5:00 p.m., with a minimum of 40 hours per week. Previous customer service experience is preferred; training is provided. Gateway 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 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.
- Previous customer service experience is preferred; training is provided.
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
- Competitive hourly pay of $18–$20, 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
Career Level
Entry Level
Education Level
No Education Listed
