Veterinary Route Service Specialist

Posted 15 days ago

gateway servicesCranston (RI)

Veterinary Technologists and Technicians Veterinary Services

SENIORITY

Mid

SALARY

$21.00–$24.00/hr

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About the role

Customer Service Representative/Route Service Representative – Final Gift Cranston, RI M, T, Th, F, Sat– 7AM to 4PM 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. 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 FocusYou 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 GetCompetitive 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 PTOCareer development and internal advancement opportunities
The chance to do work that truly matters

Join UsIf you're looking for more than just a job — if you want a role where your compassion, charisma, and community spirit shine through — we'd love to hear from you. Apply today and help us serve pet parents with the care and dignity their companions deserve. 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 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, visit e-verify.gov #INDCSRM, T, Th, F, S – 7AM to 4PM 40 hours fulltime; overtime as business needs require

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