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 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

**MUST BE WILLING TO DRIVE TO/FROM ST. LOUIS 1-2 TIME PER WEEK USING COMPANY VEHICLE** Other days will be working in crematory.

• 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.

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