Hybrid Customer Service Representative - Operations Team Member

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Full Time Hourly Operations Temecula, CA, US

5 days ago Requisition

Salary Range: $19.00 To $23.00 Hourly

This is a hybrid position. Depending on business needs, staffing levels, and operational priorities, your work may include customer service routes, Care Center operations, or a combination of both within the same week or even the same day.

This is not a desk job and not a traditional driving role. You’ll spend time both on the road serving veterinary clinics and inside the Care Center supporting cremation operations. Every day is different, but every responsibility contributes directly to providing compassionate aftercare for pets and peace of mind for their families.

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.

This hybrid role combines the responsibilities of both our Customer Service Representative (CSR) and Operational Team Member (OTM). Some days you’ll represent Gateway in veterinary clinics, building trusted relationships while transporting pets with dignity. Other days you’ll work inside the Care Center performing cremation operations, creating memorial items, processing cremated remains, and preparing pets to return home to their families.

• Route & Customer Service Responsibilities
• Review daily routes and prepare equipment before departure.
• Safely transport pets between veterinary clinics and the Care Center.
• Build professional relationships with veterinary partners.
• Retrieve pets respectfully while maintaining professionalism in clinic environments.
• Scan pets and verify identification throughout transport.
• Maintain chain of custody and complete accurate documentation.
• Return pets safely to the Care Center for processing.
• Maintain company vehicles, equipment, and route materials.
• Communicate service opportunities and clinic feedback to leadership.
• Operations Responsibilities
• Operate cremation equipment according to company procedures.
• Create memorial products including paw prints and plaques.
• Process and package cremated remains accurately.
• Perform quality checks throughout every stage of production.
• Prepare workstations and equipment.
• Clean and sanitize equipment and work areas.
• Support teammates to meet production schedules.
• Follow all safety procedures and immediately report concerns.

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

• Is compassionate, professional, and dependable.
• Builds trust easily with customers and teammates.
• Enjoys both independent work and team environments.
• Thrives in physically active work.
• Can balance customer service with operational responsibilities.
• Is comfortable working around deceased pets.
• Adapts quickly as business needs change.
• Takes ownership of their work from beginning to end.

• 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 lifting up to 100 pounds or more.
• Regular driving in varying weather conditions.
• Regular exposure to deceased pets.
• Exposure to heat, dust, noise, and production equipment.
• Standing, walking, bending, kneeling, lifting, and repetitive motion throughout the day.
• Early mornings, evenings, weekends, holidays, overtime, and schedule flexibility based on operational needs.

• 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…