Client Care & Veterinary Route Service Specialist

Make a Difference When It Matters Most

At Gateway Services, we help families through one of life's most difficult moments by providing compassionate pet aftercare services.

As a Client Care & Veterinary Route Service Specialist, your primary focus will be supporting veterinary clinics and pet parents through exceptional customer service, accurate coordination, and compassionate care.

You'll also occasionally step in to assist with veterinary route pickups and deliveries, ensuring pets are transported with dignity and respect.

If you're compassionate, detail-oriented, and enjoy a mix of customer service and hands-on responsibilities, we'd love to hear from you.

Before You Apply — What This Role Requires

This is primarily a customer service position, but it is not exclusively a desk job.

Most days, you'll work inside our Care Center, supporting veterinary clinics and pet parents by phone, email, and in person.

However, you'll also provide route coverage when needed. This involves driving a company vehicle, retrieving and transporting deceased pets, and performing physically demanding work, including lifting up to or over 100 pounds, repeated loading and unloading, and occasionally navigating stairs while carrying pets.

You must be comfortable with both the customer service and physical responsibilities of this role.

Don't worry if you haven't worked in pet aftercare before. We'll provide training!

Why Gateway?

Join North America's leading pet aftercare provider, trusted by over 17,000 veterinary clinics. We offer competitive pay, industry-leading benefits, paid training, career development, and supportive leadership.

Unique to Gateway: Every Team Member has access to Gateway CarePath, our confidential emotional wellness program designed specifically for those working in pet aftercare.

What You'll Do

Client Care — Primary Responsibilities

• Support veterinary clinics and pet parents by phone, email, and in person with empathy and professionalism.
• Answer questions about pet aftercare services, memorial options, and service requests.
• Accurately enter and maintain pet information, service requests, and special instructions.
• Coordinate with Operations to ensure every pet receives the care requested by their family.
• Assist with pet parent viewings, memorial order pickups, and daily administrative tasks.
• Resolve questions and concerns promptly while maintaining positive relationships with veterinary partners and families.

Veterinary Route Support — As Needed

• Provide occasional route coverage, including pickups and deliveries to veterinary clinics.
• Safely retrieve, lift, load, and transport deceased pets with dignity and care.
• Use company technology to scan pets, verify identification, and accurately document each pickup and delivery.
• Build positive relationships with veterinary clinic staff while representing Gateway professionally.
• Return pets to the Care Center, complete documentation, and coordinate proper handoff to Operations.
• Maintain a clean, organized company vehicle and follow all safety procedures.

Is This You?

• Compassionate, patient, and comfortable supporting people during emotionally sensitive situations.
• Organized, detail-oriented, and committed to accuracy.
• A strong communicator who enjoys building relationships and providing excellent customer service.
• Comfortable balancing administrative work with occasional physically demanding responsibilities.
• Reliable, adaptable, and willing to support your team wherever needed.
• Able to work independently while maintaining professionalism and accountability.
• Respectful of the emotional importance of pet aftercare.

Qualifications

• High school diploma or GED required.
• Previous customer service, administrative, veterinary, or route experience preferred.
• Valid, unrestricted driver's license and driving record meeting company requirements.
• Comfortable using computers, data entry systems, and mobile technology.
• Ability to safely perform frequent lifting and physical tasks, including handling pets weighing up to or over 100 pounds, with or without reasonable accommodation.
• Comfortable working around deceased pets and grieving families.
• Flexibility to assist with route coverage based on business needs.

Working Environment

• Primarily on-site at a Gateway Care Center, providing phone, email, and face-to-face customer service.
• Occasional driving and veterinary clinic visits for pet pickups and deliveries.
• Physical activity during route coverage, including lifting, bending, walking, and navigating stairs.
• Fast-paced, emotionally sensitive environment requiring accuracy, organization, and compassion.
• Responsibilities may shift based on daily Care Center needs.

Benefits You'll Appreciate

We believe taking care of our Team Members is just as important as taking care of the families we serve.

• Competitive hourly pay
• Medical, Dental & Vision coverage
• 401(k) with employer matching contributions
• Company-paid Life Insurance and Long-Term Disability
• Paid vacation and company holidays
• Paid training and career development
• Employee Assistance Program (EAP)
• Gateway CarePath emotional wellness program
• Health Savings Account & Flexible Spending Accounts
• Pet Insurance
• Employee Discount Marketplace
• Career advancement opportunities

Ready to Make a Difference?

If you're looking for a meaningful career where compassion, customer service, and attention to detail matter—and you're comfortable stepping in to support our veterinary routes when needed—we'd love to hear from you.

Apply today and help us provide exceptional care to veterinary partners, pet families, and the pets entrusted to us.