Client Care Specialist

Gateway Services Inc.; Charlotte (NC); On-site; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

Competitive pay

401(k) matching

Life Insurance

Long-Term Disability

Paid time off

Training and career development

EAP

CarePath wellness

HSA/FSA

Pet Insurance

Employee discounts

Job summary

Gateway Services Inc. is seeking a Client Care Specialist to be the first point of contact for veterinary clinics and pet parents. You will guide conversations with empathy, professionalism and care, helping ensure pets are cared for with dignity and families receive support.

This on-site role involves fast-paced interactions, detailed data entry, and close collaboration with Operations to deliver exceptional service. Training is provided, and benefits support employee wellness and growth.

Qualifications

• Previous customer service experience preferred; training provided.
• On-site position within Gateway Care Center.
• Ability to communicate with empathy and professionalism.
• Attention to detail in entering service requests and instructions.

Responsibilities

• Support veterinary clinics and pet parents by phone, email and in person.
• Answer questions with empathy and professionalism.
• Accurately enter service requests and special instructions.
• Coordinate with Operations to fulfill promises.
• Support viewing appointments and pickups as needed.
• Resolve concerns promptly to maintain client confidence.
• Create a compassionate experience for every family served.

Skills

Empathy

Communication

Detail orientation

Teamwork

Job description

Make a Difference When It Matters Most

At Gateway Services, we help families through one of life's most difficult moments by providing compassionate pet aftercare services.

As a Client Care Specialist, you'll be the first point of contact for veterinary clinics and pet parents, guiding them with empathy, professionalism and care. Every conversation helps ensure pets are cared for with dignity and families receive the support they deserve.

If you're compassionate, detail-oriented and enjoy helping people, we'd love to hear from you.

Why Gateway?

You're joining North America's leading pet aftercare provider. We invest in our people through competitive pay, industry‑leading benefits, paid training, career development and supportive leadership.

Every Client Care Specialist has access to Gateway CarePath—our confidential emotional wellness program designed specifically to support employees working in pet aftercare.

What You'll Do

• Support veterinary clinics and pet parents by phone, email and in person.
• Answer questions with empathy and professionalism.
• Accurately enter service requests and special instructions.
• Coordinate closely with Operations to ensure every promise is fulfilled.
• Support pet parent viewings and order pickups when required.
• Resolve concerns promptly while maintaining customer confidence.
• Help create a compassionate experience for every family we serve.

Is This You?

• You communicate with empathy and professionalism.
• You pay close attention to detail.
• You stay calm in emotionally sensitive situations.
• You enjoy working in a fast‑paced environment.
• You work well as part of a team.
• You take pride in delivering exceptional customer service.

Previous customer service experience is preferred, but we'll provide all the training you need to succeed.

• On‑site position within a Gateway Care Center.
• Frequent interaction with veterinary clinics and pet parents.
• Telephone, email and face‑to‑face customer service.
• Fast‑paced work requiring organization and attention to detail.
• Collaboration with Operations to deliver exceptional service.

Benefits You'll Appreciate

We believe taking care of our Team Members is just as important as taking care of the families we serve.

• Competitive hourly pay
• 401(k) with employer matching contributions
• Company‑paid Life Insurance
• Company‑paid Long‑Term Disability
• Paid vacation and company holidays
• Paid training and career development
• Employee Assistance Program (EAP)
• Gateway CarePath emotional wellness program
• Health Savings Account & Flexible Spending Accounts
• Pet Insurance
• Employee Discount Marketplace

Ready to Make a Difference?

If you're looking for a career where compassion, professionalism and attention to detail truly matter, we'd love to hear from you.

Join Gateway Services and help provide exceptional care to veterinary partners, pet families and the pets entrusted to us.

Gateway Services is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all Team Members.

New employees joining Gateway Services will be required to successfully pass the E‑Verify employment verification check. To learn more about E‑Verify, including your rights and responsibilities, please visitwww.e‑verify.gov