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Customer Service Representative/Route Service Representative – Gateway Services
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Gateway Services Inc

Customer Service Representative/Route Service Representative

Guelph, ON, Canada

Pay: $23 to $27 CAD / hour
Job type: Full-time
Education: High school diploma
Posting language: English
Posted: Sep 25, 2026

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Original job description

Customer Service Representative/Route Service Representative – Gateway Services

📍 Guelph, ON
🕒 Monday to Friday – 7AM to 4PM
💼 Full-Time (40 hours + overtime as needed)
💲 Pay Range: $23.00–$27.00/hr (based on skills and experience)

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.

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!)

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 lovers and pet parents often thrive in this role.

Education, Training & Qualifications

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

Working Conditions

Frequent heavy lifting up to 100 lbs and physical activity
Driving in all weather and road conditions
Exposure to emotionally sensitive situations
Independent work with high accountability
Fast-paced, non-desk-based work environment

What You’ll Get

At Gateway, we support our people with meaningful benefits and growth opportunities:

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 holidays and PTO
Career development and internal advancement opportunities
The chance to do work that truly matters

Join Us

If you’re looking for more than just a job - if you want a role where your compassion, charisma, and community spirit shine through - we’d love to hear from you.

Apply today and help us serve pet parents with the care and dignity their companions deserve.

Gateway Services Inc. and our brands are committed to providing accessible employment practices and fostering a culture of diversity and inclusion. Our employees are our greatest asset and each employee's cultural differences, life experiences, self-expression, and unique capabilities are what build our company culture and success. If you require accommodation due to disability during any stage of the recruitment process, please notify Human Resources at hr@gatewayservicesinc.com.

New employees to Gateway will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights and responsibilities, visit e-verify.gov

Monday to Friday – 7AM to 4PM

40 hours fulltime; overtime as business requires

Apply About employer

More about this job

Responsibilities

The Customer Service Representative is responsible for building trusted relationships with veterinary clinics while managing a route to provide compassionate, accurate pet pickup and delivery services. They must ensure all pets are handled with dignity and documented correctly using company technology throughout the process.

Requirements

Candidates must have a high school diploma or GED and a valid driver's license with a clean record. The role requires the physical ability to lift up to 100 lbs and the emotional maturity to handle sensitive situations with professionalism.

Skills

Customer service
Route management
Relationship building
Physical lifting
Attention to detail
Compassion
Professionalism
Time management
Mobile technology
CRM systems
Communication
Accountability
Safety compliance
Documentation
Problem solving

Benefits

Medical insurance
Dental insurance
Vision insurance
Company-paid life insurance
AD&D insurance
LTD insurance
401(k) with employer match
Tuition assistance
Paid holidays
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

Customer Service
Route Service
Pet Aftercare
Logistics
Veterinary Services
Account Management
Driving
Physical Labor
CRM
Mobile Technology
E-Verify
Compassion
Relationship Management
Documentation
Safety Policies

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