Customer Service Representative

Customer Service Representative/Route Service Representative Gateway Services

Louisville KY
Monday Tuesday Thursday Friday 10-hour shifts 6am - 4pm; rotating on-call
Full-Time (40 hours overtime as needed)
Pay Range: $17.00$21.00/hr (based on skills and experience)

Before You Apply What This Role Requires

This is not a desk job and not a traditional driving role.

As a Customer Service Representative (CSR) at Gateway you are the primary face-to-face representative of our company to veterinary clinics and at times pet parents. You work independently manage a demanding route and handle pets in emotionally sensitive situations with precision professionalism and care.

This role is physically active emotionally real and operationally critical. From the moment a pet is entrusted to you everything downstream depends on your accuracy reliability and judgment.

If you take pride in doing meaningful work value professionalism enjoy building relationships and are comfortable with physical and emotional responsibility this role can be deeply rewarding.

About Gateway Services

Gateway Services is North Americas leading pet aftercare provider trusted by over 17000 veterinary clinics. With more than 2300 team members across 140 locations we support pet parents with dignity compassion and care one pet at a time.

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

(Dont worry if you havent worked in pet aftercare before well provide training!)

Job Overview

The CSR role sits at the very start of the pet aftercare process.

You are the link between Gateway and our veterinary partners responsible for:

• Building and maintaining trusted clinic relationships
• Ensuring pets are handled and transported with dignity
• Executing pickups and deliveries accurately and on time
• Protecting trust through professionalism and attention to detail

This is a relationship-driven role with high accountability requiring independence organization and composure in sensitive environments.

The CSR role reports to the Care Center Manager.

The CSR supports veterinary partners by providing professional compassionate pickup and delivery services on an assigned route. This role requires exceptional accuracy integrity and sensitivity.

Key Responsibilities

• Review daily routes load required equipment and ensure all items are correct before departure
• Visit assigned veterinary clinics maintain strong professional relationships and follow clinic procedures
• Retrieve deceased pets respectfully often from chest freezers with awareness of public and clinic environments
• Use company technology to scan pets at pickup and delivery; doublecheck names IDs and instructions
• Accurately document requests and complete all followthrough
• Interact with pet parents occasionally with compassion and professionalism
• Return to the Care Center to unload pets place them correctly and complete scanning and handoff to Operations
• Maintain full responsibility for each pet until properly received and documented
• Serve as the primary point of contact for clinics building strong respectful relationships and addressing questions or concerns promptly
• Deliver consistent compassionate highquality service while gathering feedback to improve the clinic experience
• Complete all route stops accurately and on time; anticipate clinic needs and follow all safety and company policies
• Maintain cleanliness and professionalism of vehicle equipment and uniform
• Support basic accountrelated administrative tasks
• Provide clinics with information on available services and commemorative options; distribute approved materials
• Identify service opportunities and refer potential leads to Business Development

Role Focus
You are not a salespersonyou are a trusted partner delivering care accuracy and dignity at every step.

What Were Looking For

This role is best suited for someone who:

• Is personable calm and compassionate
• Takes pride in professionalism and personal accountability
• Is physically capable of frequent lifting and active workdays
• Is highly reliable organized and detail-oriented
• Builds trust naturally and communicates clearly
• Understands that accuracy and consistency are essential
• Loves pets and respects the emotional weight of this work

Pet lovers and pet parents often thrive in this role.

Education Training & Qualifications

• High school diploma or GED required
• Prior customer service account management or route-based experience preferred
• Valid drivers license with a clean driving record
• Comfortable using mobile technology and CRM systems
• Ability to work early mornings weekends or holidays as needed

Working Conditions

• Frequent heavy lifting up to 100 lbs and physical activity
• Driving in all weather and road conditions
• Exposure to emotionally sensitive situations
• Independent work with high accountability
• Fast-paced non-desk-based work environment

What Youll Get

At Gateway we support our people with meaningful benefits and growth opportunities:

• Competitive hourly pay overtime eligibility
• Medical Dental and Vision insurance
• Company-paid Life AD&D and LTD insurance
• 401(k) with employer match
• Tuition assistance (up to $2000)
• Paid holidays and PTO
• Career development and internal advancement opportunities
• The chance to do work that truly matters

Join Us

If youre looking for more than just a job if you want a role where your compassion charisma and community spirit shine through wed love to hear from you.

Apply today and help us serve pet parents with the care and dignity their companions deserve.

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