Customer Service Representative/Route Service Representative

Gateway Services•Portland, OR

1d•Onsite

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 is physically active, emotionally real, and operationally critical, requiring independence, route management, and careful handling of pets in sensitive situations. The CSR is the link between Gateway and veterinary partners, responsible for building and maintaining trusted relationships, ensuring pets are handled with dignity, executing pickups and deliveries accurately, and protecting trust through professionalism and attention to detail. The role 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.
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.

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.