Regional Customer Service Representative

Regional Customer Service Representative / Route Service Representative – Trusted Journey

Plainfield, IL and Chicago area; possible 30%-40% travel outside Chicago area Monday - Friday – 7:30a - 4pm Full-Time (40 hours + overtime as needed) Pay Range: $23.00–$27.00/hr (based on skills and experience)

This position will be based out of Plainfield, IL, but will primarily support the Chicago market while also providing operational coverage for care centers throughout Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, and Wisconsin. Travel may be required on short notice based on business needs. The ideal candidate must be highly adaptable, self-motivated, and comfortable working independently in different care center environments with minimal supervision.

In addition to the physical and emotional demands of the Customer Service Representative role, this position requires flexibility, a willingness to travel frequently, and the ability to quickly integrate into different teams to provide operational support wherever it is needed.

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.

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!)

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.

• 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…