Customer Service Representative/Route Service Representative

Gateway Services Inc•Charlotte, NC

2h•Onsite

About The Position

As a Customer Service Representative (CSR) at Gateway, you are the primary, face-to-face representative of the company to veterinary clinics and, at times, pet parents. This role is not a desk job or a traditional driving role; it requires working independently, managing a demanding route, and handling pets in emotionally sensitive situations with precision, professionalism, and care. The role is physically active, emotionally real, and operationally critical, where accuracy, reliability, and judgment are paramount. The CSR sits at the very start of the pet aftercare process, linking Gateway with its veterinary partners. Responsibilities include building and maintaining trusted clinic relationships, ensuring pets are handled and transported with dignity, executing pickups and deliveries accurately and on time, and protecting trust through professionalism and attention to detail. This is a relationship-driven role with high accountability, requiring independence, organization, and composure in sensitive environments. The CSR supports veterinary partners by providing professional, compassionate pickup and delivery services on an assigned route, demanding exceptional accuracy, integrity, and sensitivity. 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.

Requirements

High school diploma or GED required
Valid driver’s license with a clean driving record
Comfortable using mobile technology and CRM systems
Is personable, calm, and compassionate
Takes pride in professionalism and personal accountability
Is physically capable of frequent lifting and active workdays
Is 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