Hybrid Customer Service Representative
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 will involve serving veterinary clinics and transporting pets with dignity, while other days will be spent inside the Care Center performing cremation operations, creating memorial items, processing cremated remains, and preparing pets to return home. The role requires compassion, professionalism, attention to detail, physical stamina, and flexibility. 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, requiring 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
- 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
- Ability to work early mornings, weekends, or holidays as needed
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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
