Route Service Driver

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. This position involves regular communication with clinics addressing their needs coordinating account-related tasks and safely transporting pets from clinics to the companys care centers. The Customer Services Representative is customer-focused highly organized and comfortable working in a mobile setting with multiple clinics.

Duties & Responsibilities

Relationship management:

• Serve as the relationship account manager for assigned clinics providing exceptional customer service and account management.
• Build and maintain strong relationships with clinic staff to ensure satisfaction and efficiency. Maintain and support growing account base.
• Develop and maintain strong relationships with veterinary clinic staff.
• 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:

• Conduct pet pickups from clinics and ensure their safe and timely transport to the care center.
• 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.
• Follow proper handling and transportation protocols to ensure the well-being of all pets in transit.
• Ensure that clinics are fully stocked with all necessary supplies.
• Anticipate clinic needs before requested ensuring the highest level of quality service.
• Transport and deliver cremains urns and other memorial products to clinics for pet parents to collect.
• Maintain proper documentation and tracking for all pet pickups and deliveries.
• Ensure compliance with company policies and industry best practices regarding pet aftercare handling.
• 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.
• 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.
• Adhere to all company policies safety regulations and industry standards.
• Ensure compliance with proper uniform use and daily vehicle cleanliness.
• 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

• Same Store Sales Growth Increase in revenue from existing veterinary clinic partners.
• Organic Growth Expansion of services and product sales within assigned routes.
• Client Attrition Rate Retention and satisfaction of veterinary clinic partners.
• Net Promoter Score (NPS) Measurement of customer satisfaction and likelihood of referral.
• Customer Complaints Received Reduction in service-related issues and concerns.
• On Time Delivery and Customer Complaints.

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 drivers 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

• This role requires frequent travel between veterinary clinics and company care centers.
• Work may involve exposure to various weather conditions while transporting animals.
• Lift and carry up to 50 lbs. operate a company vehicle and work in a physically active environment.

YOULL 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 employees 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