Customer Service Representative
About The Position
The CSR role sits at the very start of the pet aftercare process. You are the link between Gateway and our veterinary partners, responsible for 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 role reports to the Care Center Manager. The CSR 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
- 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
Benefits
- Competitive hourly pay + overtime eligibility
- Medical, Dental, and Vision insurance
- Company-paid Life, AD&D, and LTD insurance
- 401(k) with employer match
- Tuition assistance (up to $2,000)
- Paid holidays and PTO
- Career development and internal advancement opportunities
- The chance to do work that truly matters
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
