Customer Service Representative (temporary)

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.

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

Pay Rate: $21-$24/hr

Work Hours: M , Tue , Thu , Fri - 6am-4pm , Wed and Weekends as needed , on-call rotation participation required ( after hours/weekend )

Location: Final Gift Pet Memorial 760 Middle Country Rd, Middle Island, NY 11953

Job Overview

At Gateway, our Customer Service Representatives (CSRs) are relationship-driven professionals in a key customer-facing role. As the primary link between Gateway and our veterinary partners, CSRs build lasting relationships, manage customer needs, and resolve challenges with professionalism and compassion.

This position goes beyond driving. While transportation is part of the job, CSRs spend their days engaging with clinics and communities, staying active, and representing Gateway with care and integrity.

What you’ll do:

• Serve as the main point of contact for veterinary clinics, providing reliable and compassionate service
• Build trusted relationships with clinic staff and families through empathy, respect, and professionalism
• Safely handle pets in the aftercare process with dignity and care
• Manage customer needs and solve problems effectively
• Support Gateway’s reputation for exceptional service in every interaction
  
  

What we’re looking for:

• Strong relationship-builder with excellent communication skills
• Empathetic and respectful, especially toward families and pets in our care
• Organized, dependable, and committed to customer service excellence
• Comfortable with driving responsibilities and being active throughout the day
• Pet lovers and pet parents are especially well-suited to this role
  
  

The CSR role reports to the Care Center Manager.

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.
• Problem Solving: Focused on turning obstacles into opportunities to deliver smoother, more reliable 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 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
  
  

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

M, Tue, Thu, Fri - 6am-4pm, Wed and Weekends as needed, on-call rotation participation required (after hours/weekend)

40hrs per week minimum