Client Care Specialist

About the Role

At Gateway Services, we help families through one of life's most difficult moments by providing compassionate pet aftercare services. As a Client Care Specialist, you'll be the first point of contact for veterinary clinics and pet parents, guiding them with empathy, professionalism, and care. Every conversation helps ensure pets are cared for with dignity and families receive the support they deserve.

You're joining North America's leading pet aftercare provider. We invest in our people through competitive pay, industry-leading benefits, paid training, career development, and supportive leadership. Unique to Gateway: every Client Care Specialist has access to Gateway CarePath—our confidential emotional wellness program designed specifically to support employees working in pet aftercare.

Responsibilities

• Support veterinary clinics and pet parents by phone, email, and in person.
• Answer questions with empathy and professionalism.
• Accurately enter service requests and special instructions.
• Coordinate closely with Operations to ensure every promise is fulfilled.
• Support pet parent viewings and order pickups when required.
• Resolve concerns promptly while maintaining customer confidence.
• Help create a compassionate experience for every family we serve.

Requirements

• You enjoy helping people during important moments.
• You communicate with empathy and professionalism.
• You pay close attention to detail.
• You stay calm in emotionally sensitive situations.
• You enjoy working in a fast-paced environment.
• You work well as part of a team.
• You take pride in delivering exceptional customer service.

Previous customer service experience is preferred, but we'll provide all the training you need to succeed.

Working Environment

• On-site position within a Gateway Care Center.
• Frequent interaction with veterinary clinics and pet parents.
• Telephone, email, and face-to-face customer service.
• Fast-paced work requiring organization and attention to detail.
• Collaboration with Operations to deliver exceptional service.

Benefits

• Competitive hourly pay
• Medical, Dental & Vision coverage
• 401(k) with employer matching contributions
• Company-paid Life Insurance
• Company-paid Long-Term Disability
• Paid vacation and company holidays
• Paid training and career development
• Employee Assistance Program (EAP)
• Gateway CarePath emotional wellness program
• Health Savings Account & Flexible Spending Accounts
• Pet Insurance
• Employee Discount Marketplace
• Career advancement opportunities

Pay

$21-$22 per hour (DOE)

Schedule

Training: Mon-Fri 8:30am-5pm (6 weeks).

Schedule: Mon, Tues, Wed, Thurs, Sat 9:00am - 5:30pm.