Customer Service Representative/Route Service Representative
Gateway, Sacramento, California, United States, 95828
Job Title and Location
Customer Service Representative/Route Service Representative West Coast Pet Memorial
Sacramento, CA. M-F hours vary depending on route; 4-6a start time; 8-hour days. Full-time (40 hrs + overtime as needed). Pay : $18.00$23.00/hr (based on overall skill and experience). If youre a pet parent yourself or someone who feels strongly about giving back to your community of pet lovers and veterinary professionals, this role could be a perfect fit. About Gateway Services
Gateway Services is North Americas leading pet aftercare provider, trusted by over 17,000 veterinary clinics. With more than 2,300 team members across 140+ locations, we support pet parents with dignity, compassion, and care one pet at a time. Please visit Gateway Services Inc. to learn more about us. (Dont worry if you havent worked in pet aftercare before well provide training!) Job Overview
At Gateway, our Customer Service Representatives (CSRs) are relationship-driven professionals in a key customer-facing role. As the primary link between Gateway and our veterinary partners, CSRs build lasting relationships, manage customer needs, and resolve challenges with professionalism and compassion. This position goes beyond driving; CSRs spend their days engaging with clinics and communities, staying active, and representing Gateway with care and integrity. What youll 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 Gateways reputation for exceptional service in every interaction. What were looking for
Strong relationship-builder with excellent communication skills. Empathetic and respectful toward families and pets in our care. Organized, dependable, and committed to customer service excellence. Comfortable with driving responsibilities and being active throughout the day. Pet lovers and pet parents are especially well-suited to this role. The CSR role reports to the Care Center Manager. Duties & Responsibilities
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 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 customers at every interaction. Collect feedback to improve service quality and enhance the overall customer experience. Service delivery
Address service issues proactively and escalate concerns to the appropriate department when necessary. Educate clinics on company services, policies, and procedures to enhance their experience and optimize operations. Ensure that the collection of all pets from veterinary clinics is conducted with the utmost care and 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. Enhance the overall clinic experience by ensuring clinic staff are informed on services, policies, and procedures. 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. Maintain best-in-class service standards by complying with proper uniform and vehicle cleanliness standards. A positive and welcoming attitude is a must. Product and Service Promotion
Educate veterinary clinic staff on new product launches and available commemorative merchandise for pet parents. Distribute authorized marketing materials and ensure product information is up to date. Identify potential sales leads and redirect them to the Business Development Manager for follow-up. Monitor inventory levels of promotional materials and request replenishments as needed. Key Performance Indicators
Growing revenue from existing clinics (Same Store Sales Growth). Expanding services and products within your assigned route (Organic Growth). Retaining clinic partnerships and keeping them highly satisfied (Client Attrition Rate & NPS). Minimizing customer complaints and ensuring on-time, exceptional service. Education, Training & Qualifications
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 drivers license with a clean driving record. Skills and Abilities
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. Urgency and Precision: Ability to respond swiftly while maintaining accuracy and care. Sales Expertise: Skilled in educating clinic staff about products. Strong relationship-building skills. Energy and Professionalism: 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 oversee multiple clinic accounts. Pet Handling Experience: Comfortable and experienced in handling animals. Training provided. Independent Decision-Making: Capable of working autonomously in a fast-paced environment. Technical Proficiency: Skilled in CRM software, email, and other computer applications. Physical Capability: Able to safely lift and transport animals of various sizes. Working conditions
Deliver best-in-class service at every interaction, living our brand promise of dignity for pets and care for clients. Daily direct interaction with veterinary clinic staff to ensure support and information flow. Independent decision-making and proactive problem-solving on behalf of clinics and pet parents. Exposure to the emotional aspects of pet loss and grief; compassion and empathy are essential. Flexibility to respond to time-sensitive needs and maintain high-quality service. Frequent heavy lifting in a physically active environment. Maintain professional appearance, including uniform and vehicle cleanliness. Youll love working with us because
The People. You will be surrounded by talented, supportive, smart, and kind leaders and teams. Our Core Values
People First Exceed Expectations Honesty, Integrity, Trust Be Passionate and Caring Continuously Improve What Youll Get
Pay range: $18.00$23.00/hr + overtime eligibility Employee referral program Medical, Dental, and Vision Plans Company-paid Life, AD&D and LTD insurance for all full-time employees Voluntary benefits: Critical Illness, Accident, and Pet Insurance 401(k) with employer match Education and professional development programs Paid holidays and PTO Opportunity to stay active and do meaningful work Join Us. If youre looking for more than just a job a role where compassion, charisma, and community spirit shine, wed love to hear from you. Apply today and help us serve pet parents with the care and dignity their companions deserve. Gateway Services Inc. is committed to equal employment opportunities and providing accessible employment practices. If you require accommodation due to disability during any stage of recruitment, please notify Human Resources at hr@gatewayservicesinc.com. New employees will be required to pass E-Verify. To learn more, visit e-verify.gov. M-F 40 hours full time; overtime as needed. #J-18808-Ljbffr
Customer Service Representative/Route Service Representative West Coast Pet Memorial
Sacramento, CA. M-F hours vary depending on route; 4-6a start time; 8-hour days. Full-time (40 hrs + overtime as needed). Pay : $18.00$23.00/hr (based on overall skill and experience). If youre a pet parent yourself or someone who feels strongly about giving back to your community of pet lovers and veterinary professionals, this role could be a perfect fit. About Gateway Services
Gateway Services is North Americas leading pet aftercare provider, trusted by over 17,000 veterinary clinics. With more than 2,300 team members across 140+ locations, we support pet parents with dignity, compassion, and care one pet at a time. Please visit Gateway Services Inc. to learn more about us. (Dont worry if you havent worked in pet aftercare before well provide training!) Job Overview
At Gateway, our Customer Service Representatives (CSRs) are relationship-driven professionals in a key customer-facing role. As the primary link between Gateway and our veterinary partners, CSRs build lasting relationships, manage customer needs, and resolve challenges with professionalism and compassion. This position goes beyond driving; CSRs spend their days engaging with clinics and communities, staying active, and representing Gateway with care and integrity. What youll 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 Gateways reputation for exceptional service in every interaction. What were looking for
Strong relationship-builder with excellent communication skills. Empathetic and respectful toward families and pets in our care. Organized, dependable, and committed to customer service excellence. Comfortable with driving responsibilities and being active throughout the day. Pet lovers and pet parents are especially well-suited to this role. The CSR role reports to the Care Center Manager. Duties & Responsibilities
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 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 customers at every interaction. Collect feedback to improve service quality and enhance the overall customer experience. Service delivery
Address service issues proactively and escalate concerns to the appropriate department when necessary. Educate clinics on company services, policies, and procedures to enhance their experience and optimize operations. Ensure that the collection of all pets from veterinary clinics is conducted with the utmost care and 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. Enhance the overall clinic experience by ensuring clinic staff are informed on services, policies, and procedures. 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. Maintain best-in-class service standards by complying with proper uniform and vehicle cleanliness standards. A positive and welcoming attitude is a must. Product and Service Promotion
Educate veterinary clinic staff on new product launches and available commemorative merchandise for pet parents. Distribute authorized marketing materials and ensure product information is up to date. Identify potential sales leads and redirect them to the Business Development Manager for follow-up. Monitor inventory levels of promotional materials and request replenishments as needed. Key Performance Indicators
Growing revenue from existing clinics (Same Store Sales Growth). Expanding services and products within your assigned route (Organic Growth). Retaining clinic partnerships and keeping them highly satisfied (Client Attrition Rate & NPS). Minimizing customer complaints and ensuring on-time, exceptional service. Education, Training & Qualifications
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 drivers license with a clean driving record. Skills and Abilities
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. Urgency and Precision: Ability to respond swiftly while maintaining accuracy and care. Sales Expertise: Skilled in educating clinic staff about products. Strong relationship-building skills. Energy and Professionalism: 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 oversee multiple clinic accounts. Pet Handling Experience: Comfortable and experienced in handling animals. Training provided. Independent Decision-Making: Capable of working autonomously in a fast-paced environment. Technical Proficiency: Skilled in CRM software, email, and other computer applications. Physical Capability: Able to safely lift and transport animals of various sizes. Working conditions
Deliver best-in-class service at every interaction, living our brand promise of dignity for pets and care for clients. Daily direct interaction with veterinary clinic staff to ensure support and information flow. Independent decision-making and proactive problem-solving on behalf of clinics and pet parents. Exposure to the emotional aspects of pet loss and grief; compassion and empathy are essential. Flexibility to respond to time-sensitive needs and maintain high-quality service. Frequent heavy lifting in a physically active environment. Maintain professional appearance, including uniform and vehicle cleanliness. Youll love working with us because
The People. You will be surrounded by talented, supportive, smart, and kind leaders and teams. Our Core Values
People First Exceed Expectations Honesty, Integrity, Trust Be Passionate and Caring Continuously Improve What Youll Get
Pay range: $18.00$23.00/hr + overtime eligibility Employee referral program Medical, Dental, and Vision Plans Company-paid Life, AD&D and LTD insurance for all full-time employees Voluntary benefits: Critical Illness, Accident, and Pet Insurance 401(k) with employer match Education and professional development programs Paid holidays and PTO Opportunity to stay active and do meaningful work Join Us. If youre looking for more than just a job a role where compassion, charisma, and community spirit shine, wed love to hear from you. Apply today and help us serve pet parents with the care and dignity their companions deserve. Gateway Services Inc. is committed to equal employment opportunities and providing accessible employment practices. If you require accommodation due to disability during any stage of recruitment, please notify Human Resources at hr@gatewayservicesinc.com. New employees will be required to pass E-Verify. To learn more, visit e-verify.gov. M-F 40 hours full time; overtime as needed. #J-18808-Ljbffr