Customer Service Representative/Route Service Representative
Gateway Services Inc., Boonsboro, Maryland, United States, 21713
Overview
Customer Service Representative/Route Service Representative – Agape Pet Boonsboro, MD | M, T, TH, F 6AM–4PM | FT (40 hrs + overtime as needed) Pay:
$19.00–$24.00/hr (Based on overall skill and experience) If you’re 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 America’s 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. (Don’t worry if you haven’t worked in pet aftercare before — we’ll 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. While transportation is part of the job, 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 What we’re 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 Collect feedback to improve service quality and enhance the overall customer experience Service delivery
Address service issues proactively and escalate concerns as needed Educate clinics on company services, policies, and procedures Ensure proper collection of all pets from veterinary clinics with professionalism Anticipate clinic needs to ensure high-quality service Maintain all proper documentation and tracking for all pets entrusted to you Keep clinic staff informed on services, policies, and procedures Assist with administrative tasks related to client accounts, including billing inquiries and service modifications Follow company safety guidelines, store policies, and maintain vehicle and equipment standards Maintain best-in-class service standards with proper uniform and vehicle cleanliness A positive and welcoming attitude is a must Product and Service Promotion
Educate veterinary clinic staff on new product launches and memorial merchandise for pet parents Distribute authorized marketing materials to clinics and keep product information up to date Identify potential sales leads and forward them to the Business Development Manager 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 high satisfaction (Client Attrition Rate & NPS) Minimizing customer complaints and ensuring on-time, exceptional service Education, Training & Qualifications
High school diploma or GED required 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 Skills & Abilities
Empathy and compassion; training provided Service excellence; dedication to white-glove customer service Problem solving; turning obstacles into opportunities Urgency and precision; accurate and caring responses Sales expertise; relationship-building with clinic staff Energy and professionalism; proactive approach Innovative problem-solving; improving customer experience Strong communication and customer focus Multitasking and account management Pet handling experience; training provided Independent decision-making; autonomous in a fast-paced environment Technical proficiency with CRM software and related tools Physical capability to lift and transport animals Working conditions
Deliver best-in-class service while living our brand promise Daily direct interaction with veterinary clinic staff Independent decision-making and proactive problem solving Exposure to emotional aspects of pet loss and grief; requires compassion Flexibility to meet time-sensitive clinic needs Frequent heavy lifting in a physically active environment Maintain professional appearance standards, including uniform and vehicle cleanliness You’ll 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 (HIT) Honesty, Integrity, Trust Be Passionate and Caring Continuously Improve What You’ll Get
At Gateway, we reward and support our people with more than just a paycheck: Pay range: $19.00–$24.00/hr + overtime eligibility Employee referral program Medical, Dental, and Vision plans Company-paid Life, AD&D and LTD insurance for full-time employees Critical Illness, Accident, and Pet Insurance (voluntary) 401(k) with employer match Education and development programs; tuition assistance up to $2,000 In-house learning and career advancement opportunities Employee wellness programs and EAP Paid holidays and PTO Active, engaging role with physical activity Sustainability commitment Meaningful work supporting pets, pet parents, and communities Join us: If you’re looking for more than just a job, we’d 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 accessible employment practices and diversity. If you require accommodation during any stage of recruitment, please notify Human Resources at hr@gatewayservicesinc.com. New employees will be required to pass E-Verify. For details, visit e-verify.gov.
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Customer Service Representative/Route Service Representative – Agape Pet Boonsboro, MD | M, T, TH, F 6AM–4PM | FT (40 hrs + overtime as needed) Pay:
$19.00–$24.00/hr (Based on overall skill and experience) If you’re 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 America’s 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. (Don’t worry if you haven’t worked in pet aftercare before — we’ll 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. While transportation is part of the job, 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 What we’re 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 Collect feedback to improve service quality and enhance the overall customer experience Service delivery
Address service issues proactively and escalate concerns as needed Educate clinics on company services, policies, and procedures Ensure proper collection of all pets from veterinary clinics with professionalism Anticipate clinic needs to ensure high-quality service Maintain all proper documentation and tracking for all pets entrusted to you Keep clinic staff informed on services, policies, and procedures Assist with administrative tasks related to client accounts, including billing inquiries and service modifications Follow company safety guidelines, store policies, and maintain vehicle and equipment standards Maintain best-in-class service standards with proper uniform and vehicle cleanliness A positive and welcoming attitude is a must Product and Service Promotion
Educate veterinary clinic staff on new product launches and memorial merchandise for pet parents Distribute authorized marketing materials to clinics and keep product information up to date Identify potential sales leads and forward them to the Business Development Manager 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 high satisfaction (Client Attrition Rate & NPS) Minimizing customer complaints and ensuring on-time, exceptional service Education, Training & Qualifications
High school diploma or GED required 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 Skills & Abilities
Empathy and compassion; training provided Service excellence; dedication to white-glove customer service Problem solving; turning obstacles into opportunities Urgency and precision; accurate and caring responses Sales expertise; relationship-building with clinic staff Energy and professionalism; proactive approach Innovative problem-solving; improving customer experience Strong communication and customer focus Multitasking and account management Pet handling experience; training provided Independent decision-making; autonomous in a fast-paced environment Technical proficiency with CRM software and related tools Physical capability to lift and transport animals Working conditions
Deliver best-in-class service while living our brand promise Daily direct interaction with veterinary clinic staff Independent decision-making and proactive problem solving Exposure to emotional aspects of pet loss and grief; requires compassion Flexibility to meet time-sensitive clinic needs Frequent heavy lifting in a physically active environment Maintain professional appearance standards, including uniform and vehicle cleanliness You’ll 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 (HIT) Honesty, Integrity, Trust Be Passionate and Caring Continuously Improve What You’ll Get
At Gateway, we reward and support our people with more than just a paycheck: Pay range: $19.00–$24.00/hr + overtime eligibility Employee referral program Medical, Dental, and Vision plans Company-paid Life, AD&D and LTD insurance for full-time employees Critical Illness, Accident, and Pet Insurance (voluntary) 401(k) with employer match Education and development programs; tuition assistance up to $2,000 In-house learning and career advancement opportunities Employee wellness programs and EAP Paid holidays and PTO Active, engaging role with physical activity Sustainability commitment Meaningful work supporting pets, pet parents, and communities Join us: If you’re looking for more than just a job, we’d 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 accessible employment practices and diversity. If you require accommodation during any stage of recruitment, please notify Human Resources at hr@gatewayservicesinc.com. New employees will be required to pass E-Verify. For details, visit e-verify.gov.
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