Customer Service Representative/ Route 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
• Document requests and complete all follow-through
• Interact with pet parents occasionally, with compassion and professionalism
• 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

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

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

Pay

$17/hr - $20/hr (based on skills and experience)

Schedule

Monday, Tuesday, Thursday, Friday - 5:30am-4pm