Job Overview

The Operations Customer Service Representative, reporting into the Operations Care Center Manager, is responsible for a daily route, picking up deceased pets from veterinary clinics and homes, and bringing them back to our care centers for cremation. In addition, the Operations Customer Service Representative will act as an extension of the client care team, meeting with veterinary staff, troubleshooting issues on-site, escalating if need and assisting operations staff when necessary.

Duties & Responsibilities

• Operate a company vehicle along a pre-designed daily route for 8-10 hours to pick up deceased pets from local veterinary clinics and bring them back to our care center.
• Pack and unpack the vehicle properly and with care.
• Act as an extension of the client care team – is the face of Gateway Services in the veterinary community.
• Continuously meet and communicate with veterinary staff.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Respond promptly to customer inquiries to ensure customer satisfaction, troubleshooting issues on-site whenever possible. Ensure issues are escalated to other team members when necessary.
• Ensure that Gateway processes are thoroughly understood and answers customer questions accordingly.
• Keep records of customer interactions, transactions, comments, and complaints and reports to Facility Manager
• Keep records on vehicle maintenance issues and communicates to Facility Manager
• Communicate and coordinate with other team members, as necessary.
• Provide feedback on the efficiency of the customer service process.
• Work with minimal supervision
• Ensure service standards are met based on well established procedures.
• Manages difficulties to achieve positive results.
• Assist the operations staff when necessary.
• Education, Training & Qualifications
• High school diploma or equivalent education
• Minimum of 12 months experience in a service industry, specifically related to driving.
• Valid driver’s license and clean driving record

Skills & Abilities

• Excellent problem solving skills by being able to develop solutions and quick thinking
• Proven team player who is flexible and adaptable.
• Energetic, self-motivated, and results oriented.
• Good verbal communication skills.
• Excellent time management skills with a proven ability to meet deadlines.
• The ability to feel comfortable building and maintaining relationships with other industry professionals and pet parents; able to work independently or as part of a team.
• Safety - Committed to working in a safe environment
• Strong attention to detail

Working Conditions

• Regularly bending, stooping, crouching, kneeling, sitting, repetitive motion, hand/wrist/finger motion
• Regular lifting/moving 100 lbs
• Regularly be exposed to elevated noise levels.
• Regularly be exposed to elevated heat levels.
• Regular handling of deceased pets.