Customer Services Representative/Route Service Driver
Customer Services Representative/Route Service Driver
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Job Description
ABOUT GATEWAY SERVICES INC.:
Gateway Services is North Americas leading accredited pet aftercare provider offering 24/7 professional grief support memorial keepsakes pet burial and fully trackable pet cremation. With 150 locations 2000 team members and servicing over 17000 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.
Pay Rate: $19/hour
Work Hours:MondayTuesdayThursdayFriday6:00am-2:00pm
Location: Fond Memories/Gateway Services - 1508 Ferguson Lane Austin TX 78754
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.
- Repetitive heavy lifting 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
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 employees 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 .
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
Monday Tuesday Thursday Friday 6:00am-2:00pm
40 hours per week (OT when required)
Required Experience:
Unclear Seniority
Employment Type
Full-Time
