Customer Service Representative/Route Service Representative

Gateway Services Inc; Boonsboro (MD); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Overtime eligibility

Health insurance

Life & LTD

401(k) match

Tuition assistance

Paid holidays

Career advancement

Meaningful work

Job summary

Gateway Services Inc. in Boonsboro, MD is seeking a Customer Service Representative/Route Service Representative to manage a demanding pet care route with clinics and pet parents.

This role is physically active and customer-facing, requiring professionalism, compassion, and the ability to handle emotionally sensitive situations. Training will be provided; the CSR reports to the Care Center Manager and delivers accurate pickups, timely deliveries, and friendly, reliable service.

Qualifications

• High school diploma or GED required.
• Valid driver’s license with a clean driving record.
• Experience in customer service or route-based work preferred.
• Able to lift up to 100 lbs and perform physical tasks.
• Willing to work early mornings, weekends or holidays.

Responsibilities

• Build and maintain clinic relationships.
• Handle pets with dignity during pickups and deliveries.
• Use company technology to scan pets and verify names/IDs.
• Deliver and unload pets at Care Center and complete handoffs.
• Maintain vehicle and equipment cleanliness.

Skills

Customer service

Communication

Reliability

Organization

Empathy

Attention to detail

Safety awareness

Education

High school diploma or GED

Tools

CRM systems

Mobile devices

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative/Route Service Representative

Full Time Hourly Operations Boonsboro, MD, US

3 days ago Requisition ID: 7612

Salary Range: $19.00 To $22.00 Hourly

Customer Service Representative/Route Service Representative – Agape Pet

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 America’s leading pet aftercare provider, trusted by over 17,000 veterinary clinics. With more than 2,300 team members across 140+ locations, we support pet parents with dignity, compassion, and care — one pet at a time.

(Don’t worry if you haven’t worked in pet aftercare before — we’ll 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; double-check names, IDs, and instructions
• Accurately document requests and complete all follow‑through
• 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, high‑quality 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 account‑related 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

What We’re Looking For

• 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 driver’s 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 You’ll 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 $2,000)
• Paid holidays and PTO
• Career development and internal advancement opportunities
• The chance to do work that truly matters

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 employee's 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 [e-mail].

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 e-verify.gov