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Gateway Services Inc. · 2 hours ago

Customer Service Representative/Route Service Representative

Poynette, WI

Full-time

Onsite

New Grad, Entry Level

Gateway Services Inc. is North America’s leading pet aftercare provider, trusted by over 17,000 veterinary clinics. They are seeking a Customer Service Representative to build relationships with veterinary clinics, manage customer needs, and ensure exceptional service during the aftercare process.

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Responsibilities

Serve as the main point of contact for veterinary clinics, providing reliable and compassionate service

Build trusted relationships with clinic staff and families through empathy, respect, and professionalism

Safely handle pets in the aftercare process with dignity and care

Manage customer needs and solve problems effectively

Support Gateway’s reputation for exceptional service in every interaction

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

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

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

Qualification

Customer Service ExcellenceRelationship ManagementProblem SolvingCRM ProficiencyPet Handling ExperienceEmpathyCompassionMultitaskingIndependent Decision-MakingTechnical ProficiencyCommunication

Required

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

Preferred

Pet lovers and pet parents are especially well-suited to this role

Benefits

Employee referral program – bring great people into our family and earn rewards

Medical, Dental, and Vision Plans with low co-pays designed to support you and your family

Company-paid Life, AD&D and LTD insurance for all full-time employees.

Critical Illness, Accident, and Pet Insurance available as voluntary benefits

401(k) with employer match – we invest in your future

Great Hearts and Minds Program – limited annual subsidy for your dependents’ education

Tuition assistance – up to $2,000 for approved education courses

Grow with Gateway Program – access to in-house learning and development for your career goals including the Gateway Management Advancement program (G-MAP)

Established Talent Management practices allows our employees to thrive and grow while in our employ

Employee wellness and support programs accessible in an established Employee Assistance Program

Paid holidays and PTO so you can rest, recharge, and enjoy time with family

Physical activity - Not built to sit behind a desk, don't worry this role will get you out and about doing some physical activity

Sustainability is as important to us as it is to those communities that we serve

Opportunity to do something meaningful with your life - Support others in their time of need.

Company

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.

Founded in 1996