Customer Service Representative/Route Service Representative
About The Position
The Customer Service Representative (CSR) at Gateway is the primary, face-to-face representative of the company to veterinary clinics and, at times, pet parents. This role involves working independently, managing a demanding route, and handling pets in emotionally sensitive situations with precision, professionalism, and care. It is a physically active, emotionally real, and operationally critical role where accuracy, reliability, and judgment are paramount. Gateway Services is North America’s leading pet aftercare provider, trusted by over 17,000 veterinary clinics, with over 2,300 team members across 140+ locations. The company supports pet parents with dignity, compassion, and care. Training will be provided for those new to pet aftercare. The CSR role is at the very start of the pet aftercare process, serving as the link between Gateway and its veterinary partners. This relationship-driven role with high accountability requires independence, organization, and composure in sensitive environments. The CSR reports to the Care Center Manager and supports veterinary partners by providing professional, compassionate pickup and delivery services on an assigned route, requiring exceptional accuracy, integrity, and sensitivity.
Requirements
- High school diploma or GED required
- Valid driver’s license with a clean driving record
- Comfortable using mobile technology and CRM systems
- Ability to work early mornings, weekends, or holidays as needed
- Personable, calm, and compassionate
- Takes pride in professionalism and personal accountability
- Physically capable of frequent lifting and active workdays
- Highly reliable, organized, and detail-oriented
- Builds trust naturally and communicates clearly
- Understands that accuracy and consistency are essential
- Loves pets and respects the emotional weight of this work
Nice To Haves
- Prior customer service, account management, or route-based experience preferred
Responsibilities
- Review daily routes, load required equipment, and ensure all items are correct before departure
- Visit assigned veterinary clinics, maintain strong professional relationships, and follow clinic procedures
- Retrieve deceased pets respectfully, often from chest freezers, with awareness of public and clinic environments
- Use company technology to scan pets at pickup and delivery; double check names, IDs, and instructions
- Accurately document requests and complete all follow through
- Interact with pet parents occasionally, with compassion and professionalism
- Return to the Care Center to unload pets, place them correctly, and complete scanning and handoff to Operations
- Maintain full responsibility for each pet until properly received and documented
- Serve as the primary point of contact for clinics, building strong, respectful relationships and addressing questions or concerns promptly
- Deliver consistent, compassionate, high quality service while gathering feedback to improve the clinic experience
- Complete all route stops accurately and on time; anticipate clinic needs and follow all safety and company policies
- Maintain cleanliness and professionalism of vehicle, equipment, and uniform
- Support basic account related administrative tasks
- Provide clinics with information on available services and commemorative options; distribute approved materials
- Identify service opportunities and refer potential leads to Business Development
Benefits
- Industry-Leading Benefits Package
- Competitive hourly pay + overtime eligibility
- Medical, Dental, and Vision insurance
- Company-paid Life, AD&D, and LTD insurance
- 401(k) with employer match
- Tuition assistance (up to $2,000)
- Paid holidays and PTO
- Career development and internal advancement opportunities
- The chance to do work that truly matters
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
