Hybrid Customer Service Representative

Gateway Services•Clifton, NJ

9h•Hybrid

About The Position

This is a hybrid position that combines the responsibilities of both a Customer Service Representative (CSR) and an Operational Team Member (OTM). Some days you will represent Gateway in veterinary clinics, building trusted relationships while transporting pets with dignity. Other days you will work inside the Care Center performing cremation operations, creating memorial items, processing cremated remains, and preparing pets to return home to their families. Success in this role requires compassion, professionalism, attention to detail, physical stamina, and the flexibility to move between customer-facing and operational responsibilities while maintaining exceptional quality at every step. 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. You are not a salesperson—you are a trusted partner delivering care, accuracy, and dignity at every step.

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
Compassionate, professional, and dependable.
Builds trust easily with customers and teammates.
Enjoys both independent work and team environments.
Thrives in physically active work.
Pays close attention to detail.
Can balance customer service with operational responsibilities.
Is comfortable working around deceased pets.
Adapts quickly as business needs change.
Takes ownership of their work from beginning to end.

Nice To Haves

Prior customer service, account management, or route-based experience preferred

Responsibilities

Review daily routes and prepare equipment before departure.
Safely transport pets between veterinary clinics and the Care Center.
Build professional relationships with veterinary partners.
Retrieve pets respectfully while maintaining professionalism in clinic environments.
Scan pets and verify identification throughout transport.
Maintain chain of custody and complete accurate documentation.
Return pets safely to the Care Center for processing.
Maintain company vehicles, equipment, and route materials.
Communicate service opportunities and clinic feedback to leadership.
Operate cremation equipment according to company procedures.
Create memorial products including paw prints and plaques.
Process and package cremated remains accurately.
Perform quality checks throughout every stage of production.
Prepare workstations and equipment.
Clean and sanitize equipment and work areas.
Support teammates to meet production schedules.
Follow all safety procedures and immediately report concerns.