Customer Service Representative​/Route Service Representative

Customer Service Representative/Route Service Representative
Full Time Hourly Operations Victoria, BC, CA

9 days ago

Requisition

Salary Range: CA $21.00 To CA $25.00 Hourly

Customer Service Representative/Route Service Representative – Gateway Pet Memorial

Before You Apply — What This Role Requires
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.

About Gateway Services
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.

(Don’t worry if you haven’t worked in pet aftercare before — we’ll provide training!)

Job Overview
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.

Key Responsibilities

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

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

What We’re Looking For
This role is best suited for someone who:

Is personable, calm, and compassionate

Takes pride in professionalism and personal accountability

Is physically capable of frequent lifting and active workdays

Is highly reliable, organized, and detail‑oriented

Builds trust naturally and communicates clearly

Understands that accuracy and consistency are essential

Loves pets and respects the emotional weight of this work

Pet…