Customer Service Representative/Route Service Representative

About the role

Gateway Services is North America’s leading pet aftercare provider, trusted by over 17,000 veterinary clinics. This role is best suited for someone who is personable, calm, and 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.

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, and distributing approved materials
• Identify service opportunities and refer potential leads to Business Development
• 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

Qualifications

• A high school diploma or GED
• 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

Skills

• Personable, calm, and compassionate
• Takes pride in professionalism and personal accountability
• Physically capable of frequent lifting and active workdays
• Highly reliable, organized, and detail-oriented
• Buils trust naturally and communicates clearly
• Understands that accuracy and consistency are essential
• Loves pets and respects the emotional weight of this work

Benefits

• 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

Pay

$21.00–$25.00/hr (based on skills and experience)

Schedule

M, T, TH, F, Sat 7-3:30 40 hours full time; overtime as business needs