Client Care Specialist | Customer Care and Family Support

Gateway Services Inc.; Guelph; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive compensation

Health and dental benefits

Paid vacation

RRSP matching

Supportive team environment

Training opportunities

Stable employment

Meaningful work

Job summary

Gateway Services Inc. in Guelph, ON, is seeking a Client Care Specialist for a full‑time hybrid role. You will provide compassionate, professional support by phone, email, and in person, handling inquiries about products, services, and memorial options.

You will coordinate requests and maintain accurate records across several systems. The ideal candidate has strong communication, calmness under pressure, and a solution‑oriented mindset, with a focus on delivering excellent customer service in a

Qualifications

• Excellent communication and empathy when handling families in sensitive moments.
• Ability to navigate multiple systems and keep information accurate.

Responsibilities

• Provide professional, compassionate service by phone, email, and in person.
• Answer questions about products, services, and memorial options.
• Build trust with clients during sensitive conversations.
• Coordinate service requests for timely support with veterinary partners.
• Process orders and maintain accurate information across systems.
• Follow up on inquiries with care and urgency.
• Support administrative processes within Client Care team.
• Collaborate with teammates to ensure a consistent, high‑quality experience.

Skills

Clear communication

Compassionate demeanor

Problem solving

Organised multitasking

Attention to detail

Teamwork

Job description

Client Care Specialist – Full Time (Hybrid)

Location: Guelph, ON

Position Type: Full-Time (Hybrid)

Be the Calm, Compassionate Voice Families Remember. At Gateway Services, we believe every pet deserves to be remembered with dignity, compassion, and care. As North America’s leading provider of pet after‑life care, we support veterinary partners and pet families through one of life’s most emotional moments. Our Client Care Specialists play an essential role in that experience by providing thoughtful, professional, and compassionate support when families need it most.

Why Join Gateway?

• Competitive compensation
• Comprehensive health and dental benefits
• Paid vacation
• RRSP matching program
• A supportive, team‑focused environment
• Training and development opportunities
• Stable employment with a growing North American company
• Meaningful work where your care truly makes a difference

What You’ll Do

• Providing professional, compassionate service by phone, email, and in person
• Responding to questions about Gateway’s products, services, memorial options, and order updates
• Building trust and rapport with clients during sensitive conversations
• Coordinating service requests to ensure families and veterinary partners receive timely support
• Processing orders and maintaining accurate information across multiple systems
• Following up on inquiries, concerns, and requests with care and urgency
• Supporting administrative and operational processes within the Client Care team
• Working closely with teammates to deliver a consistent, respectful, and high‑quality experience

We’re Looking For Someone Who…

• Has strong communication skills and a naturally helpful approach
• Can remain calm, professional, and compassionate during emotional conversations
• Enjoys solving problems and helping people find answers
• Is organized, detail‑oriented, and comfortable multitasking
• Can work across multiple systems while maintaining accuracy
• Values teamwork, respect, integrity, and compassion
• Takes pride in delivering excellent customer service

Previous experience in customer service, call center support, administration, veterinary services, healthcare, hospitality, or client‑facing environments is considered an asset. Most importantly, we are looking for someone who understands that great service is not just about answering questions—it is about making people feel supported, respected, and cared for.

Why People Stay at Gateway

Our team is united by a shared purpose: helping families honor the pets they love. At Gateway, you will be part of a compassionate, dedicated team that understands the importance of care, accuracy, and professionalism. The work can be emotional, but it is also deeply meaningful. You will have the opportunity to build relationships, support veterinary partners, help families through difficult moments, and contribute to a service experience that truly matters.

Ready to Make a Difference?

If you are looking for a role where your empathy, communication skills, and attention to detail can make a real impact, we would love to hear from you. Apply today and become part of a team helping families honor the pets they will never forget.