Customer Service Representative supporting members and patients with healthcare inquiries while delivering exceptional service and accurate information. Ideal for those with compassion and healthcare experience.
About the role
- Customer Service Representative serving as the main point of contact for veterinary clinics. Providing reliable service and building relationships in pet aftercare at Gateway Services.
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
- 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
- Ensure that the collection of all pets from veterinary clinics is conducted with the utmost care and the highest level of professionalism
- Anticipate clinic needs before requested, ensuring the highest level of quality service
- Maintain all proper documentation and tracking for all pets entrusted to you
- Assist with administrative tasks related to client accounts, including billing inquiries and service modifications
Requirements
- 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
- 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
- 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.
- 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
- Medical, Dental, and Vision Plans with low co-pays designed to support you and your family
- Company-paid Life, AD&D and LTD insurance for all full-time employees
- Critical Illness, Accident, and Pet Insurance available as voluntary benefits
- 401(k) with employer match – we invest in your future
- Great Hearts and Minds Program – limited annual subsidy for your dependents’ education
- Tuition assistance – up to $2,000 for approved education courses
- Employee wellness and support programs accessible in an established Employee Assistance Program
- Paid holidays and PTO so you can rest, recharge, and enjoy time with family
- Opportunity to do something meaningful with your life
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