Customer Services Representative

ABOUT GATEWAY SERVICES INC.: 

Gateway Services is North America’s leading accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With 150 locations, 2,000 team members and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them.

Gateway has proudly achieved the esteemed Great Place To Work Certification™ in both Canada and the USA, a testament to our exceptional workplace culture and employee satisfaction. Join our team and experience the rewarding environment that has earned us this prestigious recognition.

Please visit Gateway Services Inc. to learn more about us. 

Job Overview  

The Customer Services Representative, reporting into the Care Center Manager plays a critical role in supporting our veterinary clinic partners by managing their accounts and ensuring seamless service delivery. As a Client Service Representative (CSR), you will be the face of our company to veterinary clinics, ensuring we deliver best-in-class pet aftercare services with empathy and professionalism. You’ll build strong relationships, educate clinic staff on our services, and ensure pet parents receive exceptional care — always putting the pet, the client, and the pet parent first. 

Duties & Responsibilities 

Relationship management: 

• Serve as the primary point of contact for veterinary clinics on your route.
• Build and maintain strong relationships with clinic staff to ensure satisfaction and efficiency.  
• Develop and maintain strong relationships with veterinary clinic staff.
• Maintain and support growing account base.
• Educate clients on services, answer questions, and address concerns promptly.
• Address any inquiries or concerns raised by clinic employees regarding service quality and operational efficiency.
• Ensure clinics receive prompt and professional support for all their pet aftercare needs.  100% Service Perfection and Wow ’ng customers at every interaction.
• Collect feedback to improve service quality and enhance the overall customer experience.

Service delivery: 

• Address any service issues proactively and escalate concerns to the appropriate department when necessary.
• Educate clinics on company services, policies, and procedures to enhance their experience and optimize operations.
• Ensure that the collection of all pets from veterinary clinics is conducted with the utmost care and the highest level of professionalism. Living our Brand Promise and One Pet at a Time.
• Anticipate clinic needs before requested, ensuring the highest level of quality service.
• Maintain all proper documentation and tracking for all pets entrusted to you.
• Enhance the overall clinic experience by ensuring that clinic staff are appropriately informed on company services, policies, and procedures.
• Assist with administrative tasks related to client accounts, including billing inquiries and service modifications.
• Follow company safety guidelines, adhere to store policies, and maintain vehicle and equipment standards.
• Always maintain best in class service standards by ensuring that you always comply with proper uniform and vehicle cleanliness standards.
• A positive and welcoming attitude is a must.

Product and Service Promotion: 

• Educate veterinary clinic staff on new product launches and available commemorative merchandise for pet parents.
• Distribute authorized marketing materials to clinics and ensure product information is up to date.
• Identify potential sales leads and redirect them to the Business Development Manager for follow-up.
• Monitor inventory levels of promotional materials and request replenishments as needed.

Key Performance Indictors 

• Growing revenue from existing clinics (Same Store Sales Growth).
• Expanding services and products within your assigned route (Organic Growth).
• Retaining clinic partnerships and keeping them highly satisfied (Client Attrition Rate & NPS).
• Minimizing customer complaints and ensuring on-time, exceptional service.

Education, Training & Qualifications 

• High school diploma or GED required as minimum
• Prior experience in customer service, account management, or sales/route sales is highly desirable.
• Proficiency in CRM systems and sales tracking tools.
• Ability to work early morning hours, weekends, and holidays as needed.
• Basic math and computer skills for order placement and inventory tracking.
• Valid driver’s license with a clean driving record.

Skills and Abilities 

• Empathy and Compassion: Deep understanding of pet parents’ grief and the vital role of aftercare services.  Training provided.
• Service Excellence: Dedication to delivering exceptional, white-glove customer service.
• Urgency and Precision: Ability to respond swiftly while maintaining accuracy and care.
• Sales Expertise: Skilled in professionally educating and informing clinic staff about products.  Strong Relationship building skills.
• Energy and Professionalism: A proactive approach with strong interpersonal skills.
• Innovative Problem-Solving: Continuously seeking ways to enhance customer experience and service delivery.
• Strong Communication and Customer Focus: Excellent interpersonal skills with a customer-first mindset.
• Multitasking and Account Management: Ability to efficiently oversee multiple clinic accounts.
• Pet Handling Experience: Comfortable and experienced in professionally handling animals.  Training provided.
• Independent Decision-Making: Capable of working autonomously in a fast-paced environment.
• Technical Proficiency: Skilled in using CRM software, email communication, and other computer applications.
• Physical Capability: Able to safely lift and transport animals of various sizes.

Working Conditions 

• You’ll be expected to deliver best-in-class service at every interaction, living out our brand promise of treating each pet with dignity and each client with utmost care.
• Daily direct interaction with veterinary clinic staff, including doctors, technicians, and reception teams, to ensure they feel supported and informed.
• Independent decision-making is essential, along with the ability to adapt quickly and solve problems proactively on behalf of clinics and pet parents.
• Exposure to the emotional aspects of pet loss and grief is common. Compassion and empathy are essential when working with veterinary teams and pet parents during sensitive situations.
• Flexibility is required to respond to time-sensitive needs from veterinary clinics and to ensure consistent, high-quality service.
• Frequent heavy lifting (over 50 lbs) in a physically active environment.
• Maintaining professional appearance standards, including uniform and vehicle cleanliness, is required to uphold our brand and reassure clients.

YOU’LL LOVE WORKING WITH US BECAUSE:

The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams - people you can be proud to work with!

OUR CORE VALUES:

• People First
• Exceed Expectations
• (HIT) Honesty, Integrity, Trust
• Be Passionate and Caring
• Continuously Improve 

WHAT YOU CAN EXPECT FROM US: 

• Generous salary and benefits package includes:

• 3 national medical plans that pay 100% after the members’ deductible and copays
• 2 national dental plans that cover many services at no cost to the plan members
• National vision plan
• Company paid Life/ AD&D, STD and LTD for all full-time employees
• Chance to purchase additional Life/AD&D coverage at discounted rates
• Critical Illness, Accident and Pet insurance are offered as an employee’s choice
• Tax savings account: HSA, Health and Dependent Care FSAs
• 401(k) Retirement plan 

• Potential for Career Growth 
• Employee Assistance Program
• Paid Holidays & Time Off
• A Sense of Community 
• Great Hearts & Minds Scholarship Program 
• Gateway Tuition Reimbursement Program

Gateway Services Inc. and our brands are committed to providing accessible employment practices and fostering a culture of diversity and inclusion. Our employees are our greatest asset and each employee's cultural differences, life experiences, self-expression, and unique capabilities are what build our company culture and success. If you require accommodation due to disability during any stage of the recruitment process, please notify Human Resources at hr@gatewayservicesinc.com.

New employees to Gateway will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov