Customer Service Representative/Route Service Representative

Role Overview

• Serve as the main point of contact for veterinary clinics, providing reliable and compassionate service
• Build trusted relationships with clinic staff and families through empathy, respect, and professionalism
• Safely handle pets in the aftercare process with dignity and care
• Manage customer needs and solve problems effectively
• Support Gateway’s reputation for exceptional service in every interaction
• Relationship management: Serve as the primary point of contact for veterinary clinics on your route.
• Build and maintain strong relationships with clinic staff to ensure satisfaction and efficiency.
• Develop and maintain strong relationships with veterinary clinic staff.
• Maintain and support growing account base.
• Educate clients on services, answer questions, and address concerns promptly.
• Address any inquiries or concerns raised by clinic employees regarding service quality and operational efficiency.
• Ensure clinics receive prompt and professional support for all their pet aftercare needs.
• 100% Service Perfection and Wow ’ng customers at every interaction.
• Collect feedback to improve service quality and enhance the overall customer experience.
• Address any service issues proactively and escalate concerns to the appropriate department when necessary.
• Ensure that the collection of all pets from veterinary clinics is conducted with the utmost care and the highest level of professionalism.
• Maintain all proper documentation and tracking for all pets entrusted to you.
• Assist with administrative tasks related to client accounts, including billing inquiries and service modifications.
• Follow company safety guidelines, adhere to store policies, and maintain vehicle and equipment standards.
• Always maintain best in class service standards by ensuring that you always comply with proper uniform and vehicle cleanliness standards.
• Educate veterinary clinic staff on new product launches and available commemorative merchandise for pet parents.
• Monitor inventory levels of promotional materials and request replenishments as needed.

Requirements

• High school diploma or GED required as minimum
• Prior experience in customer service, account management, or sales/route sales is highly desirable.
• Proficiency in CRM systems and sales tracking tools.
• Ability to work early morning hours, weekends, and holidays as needed.
• Basic math and computer skills for order placement and inventory tracking.
• Valid driver’s license with a clean driving record.

Benefits

• Pay range : $18.00–$23.00/hr + overtime eligibility
• Employee referral program – bring great people into our family and earn rewards
• Medical, Dental, and Vision Plans with low co-pays designed to support you and your family
• Company-paid Life, AD&D and LTD insurance for all full-time employees.
• Critical Illness, Accident, and Pet Insurance available as voluntary benefits
• 401(k) with employer match – we invest in your future
• Great Hearts and Minds Program – limited annual subsidy for your dependents’ education
• Tuition assistance – up to $2,000 for approved education courses
• Grow with Gateway Program – access to in-house learning and development for your career goals including the Gateway Management Advancement program (G-MAP)
• Established Talent Management practices allows our employees to thrive and grow while in our employ
• Employee wellness and support programs accessible in an established Employee Assistance Program
• Paid holidays and PTO so you can rest, recharge, and enjoy time with family
• Physical activity
• Not built to sit behind a desk, don't worry this role will get you out and about doing some physical activity
• Sustainability is as important to us as it is to those communities that we serve
• Opportunity to do something meaningful with your life
• Support others in their time of need.