Job Details

Join to apply for the Customer Service Representative role at Gateway Services Inc.

Base pay range

$19.00/hr - $23.00/hr

Location

West Coast Pet Memorial - Portland, OR

Work Hours

Monday - Friday, 7:30AM - 4:00PM

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. Although transportation is part of the job, CSRs spend their days engaging with clinics and communities, staying active, and representing Gateway with care and integrity.

Duties & Responsibilities

• Serve as the main point of contact for veterinary clinics on your route.
• Build and maintain strong relationships with clinic staff to ensure satisfaction and efficiency.
• Educate clients on services, answer questions, and address concerns promptly.
• Address inquiries or concerns regarding service quality and operational efficiency.
• Ensure clinics receive prompt and professional support for all pet aftercare needs.
• Collect feedback to improve service quality and enhance the overall customer experience.
• Address service issues proactively and, when necessary, escalate concerns to the appropriate department.
• Maintain proper documentation and tracking for all pets entrusted to you.
• 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.
• Maintain best-in-class service standards by ensuring uniform and vehicle cleanliness.

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.

Education, Training & Qualifications

• High school diploma or GED required as minimum.
• Prior experience in customer service, account management, or route sales 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 drivers license with a clean driving record.

Skills And Abilities

• Empathy and Compassion toward pet parents and grieving families.
• Dedication to delivering exceptional, white?glove customer service.
• Problem?solving skills focused on turning obstacles into opportunities.
• Urgency and precision in responding swiftly while maintaining accuracy.
• Sales expertise and strong relationship?building skills.
• Energy, professionalism, and proactive interpersonal skills.
• Innovative problem?solving and continuous improvement mindset.
• Strong communication and customer?focus orientation.
• Multitasking and account management ability.
• Pet?handling experience and capacity for physical lifting.
• Independent decision?making in a fast?paced environment.
• Technical proficiency with CRM software and email communication.
• Physical capability to lift and transport animals of various sizes.

Working Conditions

• Deliver best?in?class service at every interaction, living our brand promise.
• Daily direct interaction with veterinary clinic staff to ensure support and information.
• Independent decision?making and adaptation to rapidly changing needs.
• Exposure to emotional aspects of pet loss and grief; compassion and empathy essential.
• Flexibility to respond to time?sensitive clinic needs.
• Frequent heavy lifting in a physically active environment.
• Professional appearance required, including uniform and vehicle cleanliness.

What You Can Expect From Us

• Generous salary and benefits package.
• 3 national medical plans that pay 100% after deductible and copays.
• 2 national dental plans covering many services at no cost.
• National vision plan.
• Company?paid life/AD&D and LTD for all full?time employees.
• Optional additional life/AD&D coverage at discounted rates.
• Critical illness, accident, and pet insurance as employee choice.
• HSA, health and dependent care FSAs.
• 401(k) retirement plan.
• Potential for career growth.
• Employee assistance program.
• Paid holidays and time off.
• A sense of community.
• Scholarship program and tuition reimbursement.

Gateway Services Inc. and its brands are committed to providing accessible employment practices and fostering a culture of diversity and inclusion. Our employees cultural differences, life experiences, self?expression, and unique capabilities 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 ...@gatewayservicesinc.com. New employees will be required to successfully pass the E-Verify employment verification check. For more information on E-Verify, visit e-verify.gov.

Seniority level

Entry level

Employment type

Full?time

Job function

Other

Industries

Veterinary Services