Customer Service Representative/Route Service Representative
Gateway Services Inc., Nashville, TN, United States
Job Overview
Shifts: Wednesday – Sunday, 7:00 AM – 3:30 PM. Full‑time (40 hours + overtime as needed). Pay Range:
$19.00 – $23.00/hr
(based on skills and experience). Location: Nashville, TN.
Before You Apply — What This Role Requires This is not a desk job and not a traditional driving role. As a Customer Service Representative (CSR) at Gateway, you are the primary face‑to‑face representative of our company to veterinary clinics and, at times, pet parents. You work independently, manage a demanding route, and handle pets in emotionally sensitive situations with precision, professionalism, and care.
This role is physically active, emotionally real, and operationally critical. From the moment a pet is entrusted to you, everything downstream depends on your accuracy, reliability, and judgment.
Job Summary The CSR role sits at the very start of the pet aftercare process. You are the link between Gateway and our veterinary partners, responsible for building and maintaining trusted clinic relationships, ensuring pets are handled and transported with dignity, executing pickups and deliveries accurately and on time, and protecting trust through professionalism and attention to detail.
This is a relationship‑driven role with high accountability, requiring independence, organization, and composure in sensitive environments. The CSR reports to the Care Center Manager, supporting veterinary partners by providing professional, compassionate pickup and delivery services on an assigned route. This role requires exceptional accuracy, integrity, and sensitivity.
Key Responsibilities
Review daily routes, load required equipment, and ensure all items are correct before departure
Visit assigned veterinary clinics, maintain strong professional relationships, and follow clinic procedures
Retrieve deceased pets respectfully, often from chest freezers, with awareness of public and clinic environments
Use company technology to scan pets at pickup and delivery; double‑check names, IDs, and instructions
Accurately document requests and complete all follow‑through
Interact with pet parents occasionally, with compassion and professionalism
Return to the Care Center to unload pets, place them correctly, and complete scanning and hand‑off to Operations
Maintain full responsibility for each pet until properly received and documented
Serve as the primary point of contact for clinics, building strong, respectful relationships and addressing questions or concerns promptly
Deliver consistent, compassionate, high‑quality service while gathering feedback to improve the clinic experience
Complete all route stops accurately and on time; anticipate clinic needs and follow all safety and company policies
Maintain cleanliness and professionalism of vehicle, equipment, and uniform
Support basic account‑related administrative tasks
Provide clinics with information on available services and commemorative options; distribute approved materials
Identify service opportunities and refer potential leads to Business Development
Role Focus You are not a salesperson—you are a trusted partner delivering care, accuracy, and dignity at every step.
What We’re Looking For This role is best suited for someone who is personable, calm, compassionate, takes pride in professionalism and personal accountability, is physically capable of frequent lifting and active workdays, highly reliable, organized, and detail‑oriented, builds trust naturally and communicates clearly, understands that accuracy and consistency are essential, loves pets and respects the emotional weight of this work. Pet lovers and pet parents often thrive in this role.
Education, Training & Qualifications
High school diploma or GED required
Prior customer service, account management, or route‑based experience preferred
Valid driver’s license with a clean driving record
Comfortable using mobile technology and CRM systems
Ability to work early mornings, weekends, or holidays as needed
Working Conditions
Frequent heavy lifting up to 100 lbs and physical activity
Driving in all weather and road conditions
Exposure to emotionally sensitive situations
Independent work with high accountability
Fast‑paced, non‑desk‑based work environment
What You’ll Get
Competitive hourly pay + overtime eligibility
Medical, Dental, and Vision insurance
Company‑paid Life, AD&D, and LTD insurance
401(k) with employer match
Tuition assistance (up to $2,000)
Paid holidays and PTO
Career development and internal advancement opportunities
The chance to do work that truly matters
Join Us If you’re looking for more than just a job — if you want a role where your compassion, charisma, and community spirit shine through — we’d love to hear from you.
Apply today and help us serve pet parents with the care and dignity their companions deserve.
Equal Employment Opportunity 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 each employee's cultural differences, life experiences, self‑expression, and unique capabilities are what build our company culture and success. If you require accommodation due to a disability during any stage of the recruitment process, please notify Human Resources at
hr@gatewayservicesinc.com .
New employees to Gateway will be required to successfully pass the E‑Verify employment verification check. To learn more about E‑Verify, including your rights and responsibilities, visit
e‑verify.gov .
#J-18808-Ljbffr
$19.00 – $23.00/hr
(based on skills and experience). Location: Nashville, TN.
Before You Apply — What This Role Requires This is not a desk job and not a traditional driving role. As a Customer Service Representative (CSR) at Gateway, you are the primary face‑to‑face representative of our company to veterinary clinics and, at times, pet parents. You work independently, manage a demanding route, and handle pets in emotionally sensitive situations with precision, professionalism, and care.
This role is physically active, emotionally real, and operationally critical. From the moment a pet is entrusted to you, everything downstream depends on your accuracy, reliability, and judgment.
Job Summary The CSR role sits at the very start of the pet aftercare process. You are the link between Gateway and our veterinary partners, responsible for building and maintaining trusted clinic relationships, ensuring pets are handled and transported with dignity, executing pickups and deliveries accurately and on time, and protecting trust through professionalism and attention to detail.
This is a relationship‑driven role with high accountability, requiring independence, organization, and composure in sensitive environments. The CSR reports to the Care Center Manager, supporting veterinary partners by providing professional, compassionate pickup and delivery services on an assigned route. This role requires exceptional accuracy, integrity, and sensitivity.
Key Responsibilities
Review daily routes, load required equipment, and ensure all items are correct before departure
Visit assigned veterinary clinics, maintain strong professional relationships, and follow clinic procedures
Retrieve deceased pets respectfully, often from chest freezers, with awareness of public and clinic environments
Use company technology to scan pets at pickup and delivery; double‑check names, IDs, and instructions
Accurately document requests and complete all follow‑through
Interact with pet parents occasionally, with compassion and professionalism
Return to the Care Center to unload pets, place them correctly, and complete scanning and hand‑off to Operations
Maintain full responsibility for each pet until properly received and documented
Serve as the primary point of contact for clinics, building strong, respectful relationships and addressing questions or concerns promptly
Deliver consistent, compassionate, high‑quality service while gathering feedback to improve the clinic experience
Complete all route stops accurately and on time; anticipate clinic needs and follow all safety and company policies
Maintain cleanliness and professionalism of vehicle, equipment, and uniform
Support basic account‑related administrative tasks
Provide clinics with information on available services and commemorative options; distribute approved materials
Identify service opportunities and refer potential leads to Business Development
Role Focus You are not a salesperson—you are a trusted partner delivering care, accuracy, and dignity at every step.
What We’re Looking For This role is best suited for someone who is personable, calm, compassionate, takes pride in professionalism and personal accountability, is physically capable of frequent lifting and active workdays, highly reliable, organized, and detail‑oriented, builds trust naturally and communicates clearly, understands that accuracy and consistency are essential, loves pets and respects the emotional weight of this work. Pet lovers and pet parents often thrive in this role.
Education, Training & Qualifications
High school diploma or GED required
Prior customer service, account management, or route‑based experience preferred
Valid driver’s license with a clean driving record
Comfortable using mobile technology and CRM systems
Ability to work early mornings, weekends, or holidays as needed
Working Conditions
Frequent heavy lifting up to 100 lbs and physical activity
Driving in all weather and road conditions
Exposure to emotionally sensitive situations
Independent work with high accountability
Fast‑paced, non‑desk‑based work environment
What You’ll Get
Competitive hourly pay + overtime eligibility
Medical, Dental, and Vision insurance
Company‑paid Life, AD&D, and LTD insurance
401(k) with employer match
Tuition assistance (up to $2,000)
Paid holidays and PTO
Career development and internal advancement opportunities
The chance to do work that truly matters
Join Us If you’re looking for more than just a job — if you want a role where your compassion, charisma, and community spirit shine through — we’d love to hear from you.
Apply today and help us serve pet parents with the care and dignity their companions deserve.
Equal Employment Opportunity 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 each employee's cultural differences, life experiences, self‑expression, and unique capabilities are what build our company culture and success. If you require accommodation due to a disability during any stage of the recruitment process, please notify Human Resources at
hr@gatewayservicesinc.com .
New employees to Gateway will be required to successfully pass the E‑Verify employment verification check. To learn more about E‑Verify, including your rights and responsibilities, visit
e‑verify.gov .
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