Customer Service Representative
About The Position
The Veterinary Route Service Specialist is the primary face-to-face representative of Gateway Services to veterinary clinics and, at times, pet parents. Working independently on an assigned route, the specialist provides professional and compassionate pickup and delivery services for deceased pets, ensuring each pet is treated with dignity and handled, transported, scanned, and documented accurately. The role is operationally critical and relationship-driven, requiring reliability, organization, composure, integrity, and attention to detail in emotionally sensitive situations. The specialist builds and maintains trusted relationships with veterinary partners, completes route stops accurately and on time, and remains responsible for each pet until it is properly received and documented at the Care Center. The role includes physical activity and frequent heavy lifting, driving in all weather and road conditions, occasional interactions with grieving pet parents, basic account-related administrative work, and sharing information about available services and commemorative options. The position reports to the Care Center Manager. Training is provided for candidates without prior pet aftercare experience.
Requirements
- High school diploma or GED.
- Valid driver’s license and clean driving record.
- Comfort using mobile technology and CRM systems.
- Ability to work early mornings, weekends, or holidays as needed.
- Ability to frequently lift up to 100 pounds and perform physically active work.
- Ability to drive in all weather and road conditions.
- Reliability, organization, attention to detail, clear communication, and personal accountability.
- Ability to work independently and handle emotionally sensitive situations with professionalism and composure.
Nice To Haves
- Prior customer service, account management, or route-based experience.
- Love of pets and respect for the emotional significance of the work.
Responsibilities
- Review daily routes, load required equipment, and verify items before departure.
- Visit assigned veterinary clinics, follow clinic procedures, and maintain professional relationships.
- Retrieve deceased pets respectfully, including from chest freezers, while being mindful of clinic and public environments.
- Use company technology to scan pets at pickup and delivery, double-checking names, IDs, and instructions.
- Document requests accurately and complete all follow-through.
- Occasionally interact with pet parents with compassion and professionalism.
- Return to the Care Center to unload pets, place them correctly, and complete scanning and handoff to Operations.
- Maintain responsibility for each pet until it is properly received and documented.
- Serve as the primary clinic contact, address questions or concerns promptly, and gather feedback to improve the clinic experience.
- Complete route stops accurately and on time, anticipate clinic needs, and follow safety and company policies.
- Maintain the cleanliness and professional appearance of the vehicle, equipment, and uniform.
- Support basic account-related administrative tasks.
- Provide clinics with information about available services and commemorative options, and distribute approved materials.
- Identify service opportunities and refer potential leads to Business Development.
Benefits
- Competitive hourly pay of $21.00–$24.00, depending on experience.
- Overtime eligibility.
- Medical insurance.
- Dental insurance.
- 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
Entry Level
Education Level
High school or GED
