Customer Service Representative​/Route Service Representative

Customer Service Representative / Route Service Representative – Final Gift

Location:

Middleborough, MA.

Schedule:

Monday, Tuesday, Thursday, Friday, Saturday 7:00 AM – 3:30 PM. Full time (40 hours per week) with overtime as needed.

Pay: $21.00–$25.00 per hour based on skills and experience.

The Customer Service Representative (CSR) is the first point of contact in the pet aftercare process and serves as the primary face‑to‑face representative of Gateway Services to veterinary clinics and, when necessary, pet parents. The role requires independent operation, route management, and handling deceased pets with compassion and precision.

• 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.

You are not a salesperson—you are a trusted partner delivering care, accuracy, and dignity at every step.

• Personable, calm, and compassionate.
• Professional and personally accountable.
• Physically capable of frequent lifting and active workdays.
• Highly reliable, organized, and detail‑oriented.
• Ability to build trust naturally and communicate clearly.
• Understanding that accuracy and consistency are essential.
• Love of pets and respect for the emotional weight of this work.

• 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.
• Availability to work early mornings, weekends, or holidays as needed.

• 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.

• Competitive 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 PTO.
• Career development and internal advancement opportunities.
• The chance to do work that truly matters.

Gateway Services Inc. is committed to providing accessible employment practices and fostering a culture of diversity and inclusion. Employees are valued for their cultural differences, life experiences, self‑expression, and unique capabilities. If you require accommodation due to disability during any stage of the recruitment process, please notify Human Resources at  New employees will be required to pass the E‑Verify employment verification check.

For more information on E‑Verify, visit e-verify.gov.