Temporary Customer Service/Route Service Representative

Gateway Services Inc.; Middleborough (MA); On-site; USD 29,000 - 33,000; Full time

Job summary

Gateway Services Inc. in Middleborough, MA is seeking a Temporary Customer Service Representative/Route Service Representative to be the face of our company at veterinary clinics and with pet parents.

You will manage a demanding route, handle pets with precision and care, and document requests accurately in a fast-paced, non-desk environment. This role requires professionalism, reliability, and compassionate service.

Qualifications

• High school diploma or GED required.
• Prior customer service or route-based experience preferred.
• Valid driver’s license with a clean driving record.
• Comfortable using mobile technology and CRM systems.

Responsibilities

• Review daily routes and ensure all items are correct before departure.
• Visit veterinary clinics and maintain professional relationships.
• Retrieve deceased pets respectfully and document requests accurately.
• Use company technology to scan pets at pickup/delivery and verify details.
• Interact with pet parents with compassion and professionalism.

Skills

Customer service

Route management

Reliability

Attention to detail

Education

High school diploma or GED

Tools

CRM systems

Mobile technology

Job description

Temporary Customer Service Representative/Route Service Representative – Final Gift

Middleborough, MA

Monday to Friday – 7AM to 3:30PM

Full-Time (40 hours + overtime as needed)

Pay Range: $21.00–$24.00/hr (based on skills and experience)

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.

Please visit Gateway Services Inc. to learn more about us.

(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.

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
• 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, visite-verify.gov