Customer Service/Route Service Representative & Ops Team Member

Gateway Services Inc•Champaign, IL

1d•Onsite

About The Position

This is not a desk job and not a traditional driving role. As a Customer Service Representative (CSR) at Gateway, you are the primary, face-to-face representative of our company to veterinary clinics and, at times, pet parents. You work independently, manage a demanding route, and handle pets in emotionally sensitive situations with precision, professionalism, and care. This role is physically active, emotionally real, and operationally critical. From the moment a pet is entrusted to you, everything downstream depends 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 responsibility, this role can be deeply rewarding. Gateway Services is North America’s leading pet aftercare provider, trusted by over 17,000 veterinary clinics. With more than 2,300 team members across 140+ locations, we support pet parents with dignity, compassion, and care — one pet at a time. (Don’t worry if you haven’t worked in pet aftercare before — we’ll provide training!) 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 * 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. The Operations Team Member, reporting into the Operations Care Center Manager, is responsible for various activities ranging from operation of the retort, creating and packaging paw prints, engraving plaques and memorial items and processing and packaging cremated remains. The position works with a close-knit team within a care center.

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

Nice To Haves

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

Responsibilities

Perform a variety of daily duties such as; operating the retort, creating, and packaging paw prints, engraving plaques and memorial items, quality control, and processing and packaging cremated remains or what may be required from the Team Member from time-to-time.
Maintain daily cremation goals, producing cremains with an emphasis on compassion and excellence.
Monitor equipment to ensure the process is working properly, making adjustments as needed and submits maintenance requests.
Perform basic cleaning and housekeeping activities such as sweeping, mopping, vacuuming, and dusting.
Clean and maintain equipment used in cremation procedures such as machines that grind bones into powder.
Follow safety procedures to protect themselves and others from exposure to hazardous materials or dust particles.
Other duties as assigned.
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