Customer Service Representative/Route Service Representative

Gateway-Services-Inc; Turner (ME); On-site; USD 30,000 - 34,000; Full time

Job summary

Gateway Services is seeking a Customer Service Representative/Route Service Representative in Turner, ME. This full-time, hourly role involves managing a demanding route, delivering compassionate care, and maintaining strong clinic relationships with attention to safety and accuracy.

You will handle pickups, deliveries, and documentation, supporting veterinary partners and pet parents with professionalism and reliability. Training is provided; physical activity is required.

Qualifications

• High school diploma or GED is required.
• Prior customer service, account management, or route-based experience is preferred.

Responsibilities

• Review daily routes, load equipment, and verify items before departure.
• Visit assigned clinics, build strong relationships, follow clinic procedures.
• Retrieve deceased pets respectfully and maintain awareness of environments.
• Use company tech to scan pets at pickup/delivery and verify names/IDs.
• Document requests accurately and complete follow-through.
• Interact with pet parents with compassion and professionalism.
• Return to Care Center, unload pets, and complete scanning/handoff to Operations.
• Maintain responsibility for each pet until received and documented.
• Serve as the main contact for clinics, addressing questions promptly.
• Deliver consistent, high-quality service and gather feedback to improve experiences.
• Complete all stops on time and adhere to safety policies.
• Maintain vehicle and equipment cleanliness and professionalism.
• Support basic administrative tasks for accounts.

Skills

Customer service

Route management

Pet handling

Communication

Reliability

Organization

Attention to detail

Trust building

Education

High school diploma or GED

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 TURNER, ME, US

3 days ago Requisition ID: 7607

Salary Range: $22.00 To $25.00 Hourly

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 You are not a salesperson—you are a trusted partner delivering care, accuracy, and dignity at every step.

What We’re 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