Customer Service Representative/Route Service Representative

Gateway Services•Paso Robles, CA

2d•Onsite

About The Position

The Customer Service Representative (CSR) at West Coast Pet Memorial is a critical, face-to-face role representing the company to veterinary clinics and pet parents. This position is not a desk job or a traditional driving role, but rather an independent, physically active, and operationally vital position that handles pets in emotionally sensitive situations with precision, professionalism, and care. The CSR is the primary link between Gateway Services and its veterinary partners, responsible for building and maintaining trusted relationships, ensuring pets are handled and transported with dignity, and executing pickups and deliveries accurately and on time. This role requires high accountability, 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.