Apply on Employer Site

Gateway Services Inc. · 1 day ago

Customer Service Representative

Virginia Beach, VA

Full-time

Onsite

New Grad, Entry Level

$20/hr - $23/hr

Gateway Services Inc. is North America’s leading accredited pet aftercare provider offering compassionate and respectful aftercare for pets. The Customer Service Representative (CSR) plays a key role in building relationships with veterinary clinics, managing customer needs, and providing exceptional service with empathy and professionalism.

FuneralsPetSoftwareVeterinary

Responsibilities

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

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

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

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

Qualification

Customer Service ExcellenceRelationship BuildingProblem SolvingCRM ProficiencyPet Handling ExperienceEmpathyDependabilityMultitaskingCommunication SkillsOrganizational Skills

Required

High school diploma or GED required as minimum

Prior experience in customer service, account management, or sales/route sales is highly desirable

Proficiency in CRM systems and sales tracking tools

Ability to work early morning hours, weekends, and holidays as needed

Basic math and computer skills for order placement and inventory tracking

Valid driver's license with a clean driving record

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

Empathy and Compassion: Deep understanding of pet parents' grief and the vital role of aftercare services. Training provided

Service Excellence: Dedication to delivering exceptional, white-glove customer service

Problem Solving: Focused on turning obstacles into opportunities to deliver smoother, more reliable service

Urgency and Precision: Ability to respond swiftly while maintaining accuracy and care

Sales Expertise: Skilled in professionally educating and informing clinic staff about products. Strong Relationship building skills

Energy and Professionalism: A proactive approach with strong interpersonal skills

Innovative Problem-Solving: Continuously seeking ways to enhance customer experience and service delivery

Strong Communication and Customer Focus: Excellent interpersonal skills with a customer-first mindset

Multitasking and Account Management: Ability to efficiently oversee multiple clinic accounts

Pet Handling Experience: Comfortable and experienced in professionally handling animals. Training provided

Independent Decision-Making: Capable of working autonomously in a fast-paced environment

Technical Proficiency: Skilled in using CRM software, email communication, and other computer applications

Physical Capability: Able to safely lift and transport animals of various sizes

Benefits

3 national medical plans that pay 100% after the members’ deductible and copays

2 national dental plans that cover many services at no cost to the plan members

National vision plan

Company paid Life/ AD&D and LTD for all full-time employees

Chance to purchase additional Life/AD&D coverage at discounted rates

Critical Illness, Accident and Pet insurance are offered as an employee’s choice

Tax savings account: HSA, Health and Dependent Care FSAs

401(k) Retirement plan

Potential for Career Growth

Employee Assistance Program

Paid Holidays & Time Off

A Sense of Community

Great Hearts & Minds Scholarship Program

Gateway Tuition Reimbursement Program

Company

Gateway Services Inc.

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.

Founded in 1996