Operations Customer Service Representative
2 days ago
Gateway Services is North America’s leading accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation. With 150+ locations, 2,000 team members, and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them.
At Gateway, we honour the lives of pets by delivering compassionate, reliable, and respectful aftercare services helping to create better goodbyes. If you're driven by purpose and thrive in a collaborative, fast-paced environment, we’d love to meet you.
We’re proud to have earned the **Great Place to Work® Certification** in both Canada and the United States—an achievement that reflects our exceptional workplace culture and strong employee satisfaction.
**SUMMARY**:
As an **Operations Customer Service Representative**, you’ll be the face of Gateway in the veterinary community. Reporting to the Operations Care Center Manager, this role involves a combination of transportation, customer service, and light operational support. You’ll pick up deceased pets from veterinary clinics and homes, communicate directly with clinic staff, and ensure respectful handling and delivery of pets to our care centers.
**KEY RESPONSIBILITIES**:
- Operate a company vehicle along a pre-designed route (8-10 hours daily) to pick up deceased pets and return them to the care center.
- Carefully pack and unpack pets for transport, ensuring dignity and care.
- Act as a brand ambassador for Gateway with veterinary partners, maintaining empathetic and professional communication.
- Address client inquiries on-site, troubleshoot where possible, and escalate unresolved issues.
- Maintain accurate logs of customer interactions, complaints, and vehicle maintenance concerns.
- Provide feedback and collaborate closely with operations and client care teams.
- Assist with operations center duties as required.
**WHAT YOU NEED TO SUCCEED**:
**Education & Qualifications**:
- High school diploma or equivalent.
- Minimum 1 year of experience in a customer-facing role, ideally involving driving or delivery.
- Valid driver’s license with a clean driving record.
**Skills & Attributes**:
- Passion for pets and delivering empathetic service.
- Strong verbal communication and problem-solving abilities.
- Ability to work independently and with a team.
- Professionalism and emotional intelligence in sensitive situations.
- Strong attention to detail, reliability, and adaptability.
- Comfortable with physical aspects of the role (e.g., lifting 100+ lbs, elevated temperatures, handling deceased pets).
**WORKING CONDITIONS**:
- Regular bending, kneeling, lifting, and use of hands.
- Frequent lifting/moving of heavy items.
- Exposure to varying temperatures and noise levels.
- Handling of deceased pets in a respectful manner.
**WHY YOU’LL LOVE WORKING WITH US**:
- ** Competitive pay**
- ** Comprehensive benefits package**, including:
- Health, dental, and vision insurance
- Employee Assistance Program (EAP)
- RRSP matching program
- Paid time off and holidays
- Employee discounts on pet memorial products
- Purpose-driven culture that puts **people first**
- Career development and internal mobility opportunities
**OUR CORE VALUES**:
- People First
- Exceed Expectations
- Honesty, Integrity, Trust (HIT)
- Be Passionate and Caring
- Continuously Improve
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