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
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
Anticipate clinic needs before requested, ensuring the highest level of quality service
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

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
Empathy and Compassion: Deep understanding of pet parents’ grief and the vital role of aftercare services
Training provided
Service Excellence: Dedication to delivering exceptional, white-glove customer service
Problem Solving: Focused on turning obstacles into opportunities to deliver smoother, more reliable service
Strong Relationship building skills
Energy and Professionalism: A proactive approach with strong interpersonal skills
Innovative Problem-Solving: Continuously seeking ways to enhance customer experience and service delivery
Strong Communication and Customer Focus: Excellent interpersonal skills with a customer-first mindset
Multitasking and Account Management: Ability to efficiently oversee multiple clinic accounts
Pet Handling Experience: Comfortable and experienced in professionally handling animals.
Independent Decision-Making: Capable of working autonomously in a fast-paced environment
Technical Proficiency: Skilled in using CRM software, email communication, and other computer applications
Physical Capability: Able to safely lift and transport animals of various sizes

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
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
Opportunity to do something meaningful with your life

Customer Service Representative/Route Service Representative

Key skills