Customer Service Representative/Route Service Representative

Gateway Services•Jackson, MS

9d•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. The CSR works independently, manages a demanding route, and handles pets in emotionally sensitive situations with precision, professionalism, and care. The CSR role sits at the very start of the pet aftercare process and is the link between Gateway and its veterinary partners. This is a relationship-driven role with high accountability, requiring independence, organization, and composure in sensitive environments. The CSR role reports to the Care Center Manager and supports veterinary partners by providing professional, compassionate pickup and delivery services on an assigned route. This role requires exceptional accuracy, integrity, and sensitivity.

Requirements

High school diploma or GED required
Prior customer service, account management, or route-based experience preferred
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

Pet lovers and pet parents often thrive in this role.

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