Customer Services Representative at Gateway Services Inc.

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: $22/hr
Work Hours: Monday - Friday - 7:00AM - 3:30PM
Location: West Coast Pet Memorial -  4835 Northeast Pacific Street, Portland, OR 97213

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 [email protected].

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

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