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About the Role
As a Client Care Specialist, you'll be the first point of contact for veterinary clinics and pet parents, guiding them with empathy, professionalism, and care. Every conversation helps ensure pets are cared for with dignity and families receive the support they deserve.
Responsibilities
- Support North American veterinary clinics and pet parents by phone, email and in person.
- Answer questions with empathy and professionalism.
- Accurately enter service requests and special instructions.
- Coordinate closely with Operations to ensure every promise is fulfilled.
- Support pet parent viewings and order pickups when required.
- Resolve concerns promptly while maintaining customer confidence.
- Help create a compassionate experience for every family we serve.
- Provides operational, administrative, and analytical support for Gateway's client care programs across North America.
- Supports the Manager, Client Care in maintaining service standards, monitoring performance metrics, coordinating training initiatives, and ensuring consistent client care processes across all Care Centers.
- Serves as a key resource for Care Center leaders and client care teams by assisting with reporting, quality assurance activities, customer service initiatives, and continuous improvement projects designed to enhance the overall client experience.
Requirements
- You enjoy helping people during important moments.
- You communicate with empathy and professionalism.
- You pay close attention to detail.
- You stay calm in emotionally sensitive situations.
- You enjoy working in a fast-paced environment.
- You work well as part of a team.
- You take pride in delivering exceptional customer service.
- Previous customer service experience is preferred.
- New employees will be required to successfully pass the E-Verify employment verification check.
Skills
- Customer service
- Empathy
- Professionalism
- Attention to detail
- Communication
- Teamwork
- Problem-solving
Location
- Remote
Work Type
- Full-Time
- On-site
Experience Level
- Entry Level
Salary/Compensations
- $60,000-$65,000/yr
Benefits
- Industry-Leading Benefits Package
- Medical, Dental & Vision coverage
- 401(k) with employer matching contributions
- Company-paid Life Insurance
- Company-paid 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
About the Company
- Gateway Services is North America's leading pet aftercare provider.
- We help families through one of life's most difficult moments by providing compassionate pet aftercare services.
Equal Opportunity
- New employees to Gateway will be required to successfully pass the E-Verify employment verification check.