Customer Service Representative

Customer Service Representative/ Route Service Representative – Forget Me Not Pet Crematory

Location: Northborough, MA

Hours: Monday‑Friday – 7 am – 4 pm; rotating on call – week on call off Wednesday and on Saturday

Type: Full‑Time (40 hours + overtime as needed)

Pay Range: $21.00–$25.00/hr (based on skills and experience)

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.

• 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

• 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

• Frequent heavy lifting up to 100 lb 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

If 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 .

New 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.