Customer Service Representative/Route Service Representative
About The Position
This is not a desk job or a traditional driving position. As a Customer Service Representative (CSR) at Gateway, you are our primary in-person representative to veterinary clinics and, on occasion, pet parents. You work autonomously, manage a demanding route, and handle animals in emotionally sensitive situations with accuracy, professionalism, and respect. This role is physically active, emotionally real, and essential to operations. Once an animal is entrusted to you, the entire process rests on your accuracy, reliability, and judgment. If you take pride in doing meaningful work, value professionalism, enjoy building relationships, and are comfortable with physical and emotional responsibilities, this role can be profoundly rewarding. Gateway Services is the leading provider of animal posthumous care services in North America, trusted by over 17,000 veterinary clinics. With over 2,300 employees across more than 140 locations, we support pet parents with dignity, compassion, and respect—one animal at a time. No prior experience in animal posthumous care is required—training is provided. The CSR role sits at the very beginning of the posthumous care process. You are the link between Gateway and our veterinary partners and are responsible for: Building and maintaining trusted relationships with clinics, Ensuring animals are handled and transported with dignity, Performing collections and deliveries with accuracy and punctuality, Protecting trust through professionalism and attention to detail. This is a relationship-driven position with a high level of responsibility, requiring autonomy, organization, and composure in sensitive environments. The position reports to the Care Center Manager.
Requirements
- High school diploma or equivalent (GED) required.
- Valid driver's license with a clean driving record.
- Comfortable with mobile technology and CRM systems.
- Ability to work early mornings, weekends, or holidays as needed.
- Warm, calm, and compassionate demeanor.
- Values professionalism and personal accountability.
- Physically capable of frequent lifting and active days.
- Reliable, organized, and detail-oriented.
- Builds trusting relationships and communicates clearly.
- Understands that accuracy and consistency are essential.
- Enjoys animals and respects the emotional weight associated with this work.
- Ability to lift up to 100 lbs and frequent physical activity.
- Driving in all weather and road conditions.
- Exposure to emotionally sensitive situations.
- Autonomous work with a high level of responsibility.
- Fast-paced, non-sedentary work environment.
Nice To Haves
- Previous experience in customer service, account management, or route work is desired.
Responsibilities
- Review daily routes, load required equipment, and ensure everything is accurate before departure.
- Travel to assigned veterinary clinics, maintain strong professional relationships, and adhere to clinic procedures.
- Retrieve deceased animals with respect, often from freezers, considering public and clinic environments.
- Utilize company technology to scan animals during collections and deliveries; carefully verify names, identifiers, and instructions.
- Accurately document requests and ensure complete follow-through.
- Occasionally interact with pet parents with compassion and professionalism.
- Return to the care center to unload animals, place them appropriately, and complete the transfer and scanning to operations.
- Assume full responsibility for each animal until properly received and documented.
- Act as the primary point of contact for clinics, responding promptly to questions or concerns and building respectful relationships.
- Provide 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 adhere to all safety and company policies.
- Maintain the cleanliness and professionalism of the vehicle, equipment, and uniform.
- Support certain administrative tasks related to accounts.
- Provide clinics with information on services offered and memorialization options; distribute approved literature.
- Identify service opportunities and refer potential leads to business development.
Benefits
- Competitive hourly wage + overtime eligibility
- Medical, dental, and vision insurance
- Employer-paid life, accidental death, and long-term disability insurance
- Retirement plan (401k) with employer contribution
- Tuition assistance (up to $2,000)
- Paid holidays and paid time off
- Career development and internal advancement opportunities
- The opportunity to do work that truly makes an impact
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
