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 from the moment a pet is entrusted to the representative. Gateway Services is North America’s leading pet aftercare provider, trusted by over 17,000 veterinary clinics, with more than 2,300 team members across 140+ locations, supporting pet parents with dignity, compassion, and care. Training is provided for those new to pet aftercare.
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
- Frequent heavy lifting up to 100 lbs and physical activity
- Driving in all weather and road conditions
- Exposure to emotionally sensitive situations
- Independent work with high accountability
- Fast-paced, non-desk-based work environment
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
