Client Care Specialist

Client Care Specialist – Full Time (Hybrid)

Location: Guelph, ON

Position Type: Full-Time (Hybrid)

Be the Calm, Compassionate Voice Families Remember. At Gateway Services, we believe every pet deserves to be remembered with dignity, compassion, and care. As North America’s leading provider of pet after‑life care, we support veterinary partners and pet families through one of life’s most emotional moments. Our Client Care Specialists play an essential role in that experience by providing thoughtful, professional, and compassionate support when families need it most.

• Competitive compensation
• Comprehensive health and dental benefits
• Paid vacation
• RRSP matching program
• A supportive, team‑focused environment
• Training and development opportunities
• Stable employment with a growing North American company
• Meaningful work where your care truly makes a difference

• Providing professional, compassionate service by phone, email, and in person
• Responding to questions about Gateway’s products, services, memorial options, and order updates
• Building trust and rapport with clients during sensitive conversations
• Coordinating service requests to ensure families and veterinary partners receive timely support
• Processing orders and maintaining accurate information across multiple systems
• Following up on inquiries, concerns, and requests with care and urgency
• Supporting administrative and operational processes within the Client Care team
• Working closely with teammates to deliver a consistent, respectful, and high‑quality experience

• Has strong communication skills and a naturally helpful approach
• Can remain calm, professional, and compassionate during emotional conversations
• Enjoys solving problems and helping people find answers
• Is organized, detail‑oriented, and comfortable multitasking
• Can work across multiple systems while maintaining accuracy
• Values teamwork, respect, integrity, and compassion
• Takes pride in delivering excellent customer service

Previous experience in customer service, call center support, administration, veterinary services, healthcare, hospitality, or client‑facing environments is considered an asset. Most importantly, we are looking for someone who understands that great service is not just about answering questions—it is about making people feel supported, respected, and cared for.

Our team is united by a shared purpose: helping families honor the pets they love. At Gateway, you will be part of a compassionate, dedicated team that understands the importance of care, accuracy, and professionalism. The work can be emotional, but it is also deeply meaningful. You will have the opportunity to build relationships, support veterinary partners, help families through difficult moments, and contribute to a service experience that truly matters.

If you are looking for a role where your empathy, communication skills, and attention to detail can make a real impact, we would love to hear from you. Apply today and become part of a team helping families honor the pets they will never forget.