Customer Service Representative

About the role

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.

Responsibilities

• Build and maintain trusted clinic relationships
• Ensure pets are handled and transported with dignity
• Execute pickups and deliveries accurately and on time
• Protect trust through professionalism and attention to detail
• Build strong, respectful relationships with clinics and address questions or concerns promptly
• Return to the Care Center to unload pets, place them correctly, and complete scanning and handoff to Operations
• Serve as the primary point of contact for clinics, providing information on available services and commemorative options; distribute approved materials
• Identify service opportunities and refer potential leads to Business Development

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
• 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