Customer Service Representative/route Service Representative

**Customer Service Representative/Route Service Representative - Gateway Pet Memorial**

Victoria, British Columbia | M-F 8AM-4PM | FT (40 hrs + overtime as needed)
Pay Range: $21.00 - $23.00/hr (Based on overall skill and experience)

If you’re a **pet parent yourself** or someone who feels strongly about giving back to your community of pet lovers and veterinary professionals, this role could be a perfect fit.

**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**

At Gateway, our Customer Service Representatives (CSRs) are relationship-driven professionals in a key customer-facing role. As the primary link between Gateway and our veterinary partners, CSRs build lasting relationships, manage customer needs, and resolve challenges with professionalism and compassion.

This position goes beyond driving. While transportation is part of the job, CSRs spend their days engaging with clinics and communities, staying active, and representing Gateway with care and integrity.

**What you’ll do**:

- Serve as the main point of contact for veterinary clinics, providing reliable and compassionate service
- Build trusted relationships with clinic staff and families through empathy, respect, and professionalism
- Safely handle pets in the aftercare process with dignity and care
- Manage customer needs and solve problems effectively
- Support Gateway’s reputation for exceptional service in every interaction

**What we’re looking for**:

- Strong relationship-builder with excellent communication skills
- Empathetic and respectful, especially toward families and pets in our care
- Organized, dependable, and committed to customer service excellence
- Comfortable with driving responsibilities and being active throughout the day
- Pet lovers and pet parents are especially well-suited to this role

The CSR role reports to the Care Center Manager.

**Duties & Responsibilities**

**Relationship management**:

- Serve as the primary point of contact for veterinary clinics on your route.
- Build and maintain strong relationships with clinic staff to ensure satisfaction and efficiency.
- Develop and maintain strong relationships with veterinary clinic staff.
- Maintain and support growing account base.
- Educate clients on services, answer questions, and address concerns promptly.
- Address any inquiries or concerns raised by clinic employees regarding service quality and operational efficiency.
- Ensure clinics receive prompt and professional support for all their pet aftercare needs. 100% Service Perfection and Wow ’ng customers at every interaction.
- Collect feedback to improve service quality and enhance the overall customer experience.

**Service delivery**:

- Address any service issues proactively and escalate concerns to the appropriate department when necessary.
- Educate clinics on company services, policies, and procedures to enhance their experience and optimize operations.
- Ensure that the collection of all pets from veterinary clinics is conducted with the utmost care and the highest level of professionalism. Living our Brand Promise and One Pet at a Time.
- Anticipate clinic needs before requested, ensuring the highest level of quality service.
- Maintain all proper documentation and tracking for all pets entrusted to you.
- Enhance the overall clinic experience by ensuring that clinic staff are appropriately informed on company services, policies, and procedures.
- Assist with administrative tasks related to client accounts, including billing inquiries and service modifications.
- Follow company safety guidelines, adhere to store policies, and maintain vehicle and equipment standards.
- Always maintain best in class service standards by ensuring that you always comply with proper uniform and vehicle cleanliness standards.
- A positive and welcoming attitude is a must.

**Product and Service Promotion**:

- Educate veterinary clinic staff on new product launches and available commemorative merchandise for pet parents.
- Distribute authorized marketing materials to clinics and ensure product information is up to date.
- Identify potential sales leads and redirect them to the Business Development Manager for follow-up.
- Monitor inventory levels of promotional materials and request replenishments as needed.

**Key Performance Indictors**
- Growing revenue from existing clinics (Same Store Sales Growth).
- Expanding services and products within your assigned route (Organic Growth).
- Retaining clinic partnerships and keeping them highly satisfied (Client Attrition Rate & NPS).
- Minimizing customer complaints and ensuring on-time, except