Gateway Services Inc.
Customer Service Representative – Gateway Services Inc.
Gateway Services Inc. is North America’s leading accredited pet aftercare provider, offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With more than 150 locations, 2,000 team members and services to over 17,000 veterinary clinics across North America, we provide compassionate and respectful aftercare for pets and the people who love them.
Pay & Hours Base pay: $20.00/hr – $23.00/hr. 40 hours per week, Monday‑Friday 6:30 am–3:00 pm. 40+ h/week minimum.
Job Overview Customer Service Representatives (CSRs) serve as the primary link between Gateway and veterinary partners, building lasting relationships, managing customer needs, and resolving challenges with professionalism and compassion. While transportation is part of the role, CSRs spend their days engaging with clinics and communities, staying active, and representing Gateway with care and integrity.
What You’ll Do
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.
Address service issues proactively and, when needed, escalates concerns to the appropriate department.
Educate clinics on company services, policies, and procedures to enhance their experience and optimize operations.
Maintain accurate documentation and tracking for all pets entrusted to you.
Assist with administrative tasks related to client accounts, such as billing inquiries and service modifications.
Follow safety guidelines, store policies, and vehicle/equipment standards for best‑in‑class service.
Promote new product launches and available commemorative merchandise for pet parents.
Distribute authorized marketing materials and monitor inventory levels of promotional items.
Identify potential sales leads and direct them to the Business Development Manager for follow‑up.
Key Performance Indicators
Grow revenue from existing clinics (Same Store Sales Growth).
Expand services and products within your assigned route (Organic Growth).
Retain clinic partnerships and maintain high satisfaction (Client Attrition Rate & NPS).
Minimize customer complaints and ensure on‑time, exceptional service.
Education, Training & Qualifications
High school diploma or GED required.
Prior experience in customer service, account management, or route sales 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.
Skills and Abilities
Empathy and Compassion: Deep understanding of pet parents’ grief and the vital role of aftercare.
Service Excellence: Dedication to delivering exceptional customer service.
Problem Solving: Turn obstacles into opportunities for smoother service.
Urgency and Precision: Respond swiftly while maintaining accuracy and care.
Sales Expertise: Educate and inform clinic staff about products with strong relationship‑building skills.
Energy and Professionalism: Proactive approach with strong interpersonal skills.
Innovative Problem‑Solving: Continuously seek ways to enhance customer experience.
Strong Communication and Customer Focus: Excellent interpersonal skills with a customer‑first mindset.
Multitasking and Account Management: Efficiently oversee multiple clinic accounts.
Pet Handling Experience: Comfortable and experienced with handling animals; training provided.
Independent Decision‑Making: Work autonomously in a fast‑paced environment.
Technical Proficiency: Use CRM software, email communication, and other computer applications.
Physical Capability: Safely lift and transport animals of various sizes.
Working Conditions
Daily direct interaction with veterinary clinic staff in a supportive environment.
Independent decision‑making and the ability to adapt quickly and solve problems proactively.
Exposure to emotional situations related to pet loss and grief.
Flexibility to respond to time‑sensitive needs from clinics.
Frequent heavy lifting in a physically active setting.
Maintain professional appearance standards, including uniform and vehicle cleanliness.
Why You’ll Love Working With Us The people you will work with are some of the most talented, supportive, smart, and kind leaders and teams you can be proud to join.
Our Core Values
People First
Exceed Expectations
Honesty, Integrity, Trust (HIT)
Be Passionate and Caring
Continuously Improve
Benefits and Compensation
Generous salary and benefits package including 3 national medical plans that pay 100% after your deductible and copays.
2 national dental plans covering many services at no cost to you.
National vision plan.
Company paid Life/AD&D and LTD for all full‑time employees.
Optional additional Life/AD&D coverage at discounted rates.
Critical Illness, Accident and Pet insurance offered as an employee choice.
Tax savings account: HSA, Health and Dependent Care FSAs.
401(k) Retirement plan.
Potential for career growth within the company.
Employee Assistance Program.
Paid Holidays & Time Off.
Sense of community within the organization.
Great Hearts & Minds Scholarship Program.
Gateway Tuition Reimbursement Program.
EEO Statement Gateway Services Inc. and our brands are committed to providing accessible employment practices and fostering a culture of diversity and inclusion. Our employees are our greatest asset, and we value cultural differences, life experiences, self‑expression and unique capabilities that contribute to our success. If you require accommodation due to a disability during any stage of the recruitment process, please notify Human Resources at hr@gatewayservicesinc.com.
Additional Information New employees are required to successfully pass the E‑Verify employment verification check. For more information about E‑Verify, including your rights and responsibilities, visit e‑verify.gov.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other (Veterinary Services)
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Pay & Hours Base pay: $20.00/hr – $23.00/hr. 40 hours per week, Monday‑Friday 6:30 am–3:00 pm. 40+ h/week minimum.
Job Overview Customer Service Representatives (CSRs) serve as the primary link between Gateway and veterinary partners, building lasting relationships, managing customer needs, and resolving challenges with professionalism and compassion. While transportation is part of the role, CSRs spend their days engaging with clinics and communities, staying active, and representing Gateway with care and integrity.
What You’ll Do
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.
Address service issues proactively and, when needed, escalates concerns to the appropriate department.
Educate clinics on company services, policies, and procedures to enhance their experience and optimize operations.
Maintain accurate documentation and tracking for all pets entrusted to you.
Assist with administrative tasks related to client accounts, such as billing inquiries and service modifications.
Follow safety guidelines, store policies, and vehicle/equipment standards for best‑in‑class service.
Promote new product launches and available commemorative merchandise for pet parents.
Distribute authorized marketing materials and monitor inventory levels of promotional items.
Identify potential sales leads and direct them to the Business Development Manager for follow‑up.
Key Performance Indicators
Grow revenue from existing clinics (Same Store Sales Growth).
Expand services and products within your assigned route (Organic Growth).
Retain clinic partnerships and maintain high satisfaction (Client Attrition Rate & NPS).
Minimize customer complaints and ensure on‑time, exceptional service.
Education, Training & Qualifications
High school diploma or GED required.
Prior experience in customer service, account management, or route sales 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.
Skills and Abilities
Empathy and Compassion: Deep understanding of pet parents’ grief and the vital role of aftercare.
Service Excellence: Dedication to delivering exceptional customer service.
Problem Solving: Turn obstacles into opportunities for smoother service.
Urgency and Precision: Respond swiftly while maintaining accuracy and care.
Sales Expertise: Educate and inform clinic staff about products with strong relationship‑building skills.
Energy and Professionalism: Proactive approach with strong interpersonal skills.
Innovative Problem‑Solving: Continuously seek ways to enhance customer experience.
Strong Communication and Customer Focus: Excellent interpersonal skills with a customer‑first mindset.
Multitasking and Account Management: Efficiently oversee multiple clinic accounts.
Pet Handling Experience: Comfortable and experienced with handling animals; training provided.
Independent Decision‑Making: Work autonomously in a fast‑paced environment.
Technical Proficiency: Use CRM software, email communication, and other computer applications.
Physical Capability: Safely lift and transport animals of various sizes.
Working Conditions
Daily direct interaction with veterinary clinic staff in a supportive environment.
Independent decision‑making and the ability to adapt quickly and solve problems proactively.
Exposure to emotional situations related to pet loss and grief.
Flexibility to respond to time‑sensitive needs from clinics.
Frequent heavy lifting in a physically active setting.
Maintain professional appearance standards, including uniform and vehicle cleanliness.
Why You’ll Love Working With Us The people you will work with are some of the most talented, supportive, smart, and kind leaders and teams you can be proud to join.
Our Core Values
People First
Exceed Expectations
Honesty, Integrity, Trust (HIT)
Be Passionate and Caring
Continuously Improve
Benefits and Compensation
Generous salary and benefits package including 3 national medical plans that pay 100% after your deductible and copays.
2 national dental plans covering many services at no cost to you.
National vision plan.
Company paid Life/AD&D and LTD for all full‑time employees.
Optional additional Life/AD&D coverage at discounted rates.
Critical Illness, Accident and Pet insurance offered as an employee choice.
Tax savings account: HSA, Health and Dependent Care FSAs.
401(k) Retirement plan.
Potential for career growth within the company.
Employee Assistance Program.
Paid Holidays & Time Off.
Sense of community within the organization.
Great Hearts & Minds Scholarship Program.
Gateway Tuition Reimbursement Program.
EEO Statement Gateway Services Inc. and our brands are committed to providing accessible employment practices and fostering a culture of diversity and inclusion. Our employees are our greatest asset, and we value cultural differences, life experiences, self‑expression and unique capabilities that contribute to our success. If you require accommodation due to a disability during any stage of the recruitment process, please notify Human Resources at hr@gatewayservicesinc.com.
Additional Information New employees are required to successfully pass the E‑Verify employment verification check. For more information about E‑Verify, including your rights and responsibilities, visit e‑verify.gov.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other (Veterinary Services)
#J-18808-Ljbffr