Hybrid Customer Service Representative - Operations Team Member

Gateway Services Inc•Temecula, CA

18d•$19 - $23•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). Depending on business needs, your work may include customer service routes, Care Center operations, or a combination of both. You will spend time both on the road serving veterinary clinics and inside the Care Center supporting cremation operations. Every day is different, but every responsibility contributes directly to providing compassionate aftercare for pets and peace of mind for their families. This role is ideal for someone who enjoys variety, works independently when needed, collaborates well with a team, and takes pride in doing meaningful work with exceptional accuracy. 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. Training will be provided for those new to pet aftercare. 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
Frequent lifting up to 100 pounds or more.
Regular driving in varying weather conditions.
Regular exposure to deceased pets.
Exposure to heat, dust, noise, and production equipment.
Standing, walking, bending, kneeling, lifting, and repetitive motion throughout the day.
Early mornings, evenings, weekends, holidays, overtime, and schedule flexibility based on operational needs.

Nice To Haves

Prior customer service, account management, or route-based experience preferred
Pet lovers and pet parents often thrive in this role.

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.