Customer Care Representative- Work From Home

Customer Service Representative/Route Service Representative –Gateway Pet Memorial Guelph, ON | M-F 6AM–5PM flexibility; occasional weekend | FT (40 hrs + overtime as needed)
If you’re a pet parent yourself or someone who feels strongly about giving back to your community of pet lovers and veterinary professionals, this role could be a perfect fit.
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!)
At Gateway, our Customer Service Representatives (CSRs) are relationship-driven professionals in a key customer-facing role. As the primary link between Gateway and our veterinary partners, CSRs build lasting relationships, manage customer needs, and resolve challenges with professionalism and compassion.
While transportation is part of the job, CSRs spend their days engaging with clinics and communities, staying active, and representing Gateway with care and integrity.
Serve as the main point of contact for veterinary clinics, providing reliable and compassionate service
Manage customer needs and solve problems effectively
Support Gateway’s reputation for exceptional service in every interaction
Organized, dependable, and committed to customer service excellence
The CSR role reports to the Care Center Manager.

Serve as the primary point of contact for veterinary clinics on your route.
Maintain and support growing account base.
Educate clients on services, answer questions, and address concerns promptly.
Address any inquiries or concerns raised by clinic employees regarding service quality and operational efficiency.
Ensure clinics receive prompt and professional support for all their pet aftercare needs. 100% Service Perfection and Wow ’ng customers at every interaction.
Collect feedback to improve service quality and enhance the overall customer experience.
Service delivery:
Address any service issues proactively and escalate concerns to the appropriate department when necessary.
Educate clinics on company services, policies, and procedures to enhance their experience and optimize operations.
Ensure that the collection of all pets from veterinary clinics is conducted with the utmost care and the highest level of professionalism. Anticipate clinic needs before requested, ensuring the highest level of quality service.
Enhance the overall clinic experience by ensuring that clinic staff are appropriately informed on company services, policies, and procedures.
Assist with administrative tasks related to client accounts, including billing inquiries and service modifications.
Follow company safety guidelines, adhere to store policies, and maintain vehicle and equipment standards.
Always maintain best in class service standards by ensuring that you always comply with proper uniform and vehicle cleanliness standards.
Product and Service Promotion:
Distribute authorized marketing materials to clinics and ensure product information is up to date.
Monitor inventory levels of promotional materials and request replenishments as needed.

Key Performance Indictors
Minimizing customer complaints and ensuring on-time, exceptional service.

Education, Training & Qualifications
High school diploma or GED required as minimum
Prior experience in customer service, account management, or sales/route sales is highly desirable.
Proficiency in CRM systems and sales tracking tools.
Ability to work early morning hours, weekends, and holidays as needed.
Basic math and computer skills for order placement and inventory tracking.
Training provided.
Service Excellence: Dedication to delivering exceptional, white-glove customer service.
Focused on turning obstacles into opportunities to deliver smoother, more reliable service.
Strong Relationship building skills.
Continuously seeking ways to enhance customer experience and service delivery.
Strong Communication and Customer Focus: Excellent interpersonal skills with a customer-first mindset.
Multitasking and Account Management: Ability to efficiently oversee multiple clinic accounts.
Pet Handling Experience: Comfortable and experienced in professionally handling animals. Training provided.
Technical Proficiency: Skilled in using CRM software, email communication, and other computer applications.
Physical Capability: Able to safely lift and transport animals of various sizes.

You’ll be expected to deliver best-in-class service at every interaction, living out our brand promise of treating each pet with dignity and each client with utmost care.
Daily direct interaction with veterinary clinic staff, including doctors, technicians, and reception teams, to ensure they feel supported and informed.
Flexibility is required to respond to time-sensitive needs from veterinary clinics and to ensure consistent, high-quality service.
Monday to Friday range from 6am-5pm flexibility. 40 hours full time; overtime as business needs