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.

Key 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

What We’re Looking For

• Is 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

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

Industry-Leading Benefits Package including:

• 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