Pet Aftercare Client Services Representative

Pet Meadow • Morrisville, PA

6d • $18 - $18 • Hybrid

About The Position

This role serves as the primary point of contact for pet families and veterinary hospitals, offering support and information during a difficult time. The representative will manage client interactions, provide details about cremation services, schedule appointments, and maintain accurate records. The position requires a compassionate and professional demeanor, strong customer service skills, and proficiency in Microsoft Office and database entry. The work environment is primarily office-based with client-facing interactions at two locations, and may involve occasional contact with deceased pets and the ability to lift up to 50 pounds.

Requirements

• Compassionate, professional demeanor with the ability to support grieving families with patience and care
• Strong customer service, communication, and phone skills
• Proficient in Microsoft Office (Outlook, Word, Excel) and comfortable with database entry
• Detail-oriented and organized, with the ability to manage multiple priorities calmly

Nice To Haves

• Experience in a pet-related field, aftercare industry, or customer-facing service role
• Bilingual (English/Spanish)
• Passion for animals — animal lovers encouraged to apply!

Responsibilities

• Serve as the primary point of contact for pet families and veterinary hospitals via phone, email, and in-person interactions
• Offer genuine empathy and understanding to grieving pet owners, ensuring they feel supported and cared for during their difficult time
• Provide clear and accurate information about the cremation process, service timelines, and available memorial products
• Schedule and confirm appointments for witness cremations, viewings, and memorial services
• Support families through the viewing process by answering questions and providing compassionate care
• Keep clients and veterinary partners informed on pet status, special orders, and memorial products from start to finish
• Enter and retrieve information from the company database accurately and as needed
• Maintain detailed records of each pet's cremation process, including client preferences, special requests, and chain of custody documentation
• Handle billing, invoicing, and client data with accuracy and confidentiality
• Address and resolve client concerns in a timely and professional manner, ensuring consistent and reliable support.
• Regularly seek client feedback and thoughtfully incorporate suggestions to enhance service quality over time.
• Maintain a clean, organized, and welcoming workspace
• Other duties as assigned

Benefits

• 401(k) with company match
• Medical, dental, vision, and life insurance (available after 60 days for full-time employees)
• Paid time off
• Company-provided apparel and PPE
• Opportunities for advancement and leadership development
• Inclusive and supportive work environment
• Employee assistance resources

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree