Customer Service/Route Service Representative & Ops Team Member

Customer Service Representative/Route Service Representative & Ops Team Member Trusted JourneyChampaign, IL Monday - Friday 8am - 5 pm Full-Time (40 hours + overtime as needed) Pay Range: $18.00$22.00/hr (based on skills and experience)Before You Apply What This Role RequiresThis 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 ServicesGateway 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!)CSR Job OverviewThe 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 relationshipsEnsuring pets are handled and transported with dignityExecuting pickups and deliveries accurately and on timeProtecting trust through professionalism and attention to detailThis 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.OTM Job OverviewThe Operations Team Member, reporting into the Operations Care Center Manager, is responsible for various activities ranging from operation of the retort, creating and packaging paw prints, engraving plaques and memorial items and processing and packaging cremated remains. The position works with a close-knit team within a care center.Duties & ResponsibilitiesPerform a variety of daily duties such as; operating the retort, creating, and packaging paw prints, engraving plaques and memorial items, quality control, and processing and packaging cremated remains or what may be required from the Team Member from time-to-time.Maintain daily cremation goals, producing cremains with an emphasis on compassion and excellence.Monitor equipment to ensure the process is working properly, making adjustments as needed and submits maintenance requests.Perform basic cleaning and housekeeping activities such as sweeping, mopping, vacuuming, and dusting.Clean and maintain equipment used in cremation procedures such as machines that grind bones into powder.Follow safety procedures to protect themselves and others from exposure to hazardous materials or dust particles.Other duties as assigned.Key ResponsibilitiesReview daily routes, load required equipment, and ensure all items are correct before departureVisit assigned veterinary clinics, maintain strong professional relationships, and follow clinic proceduresRetrieve deceased pets respectfully, often from chest freezers, with awareness of public and clinic environmentsUse company technology to scan pets at pickup and delivery; double?check names, IDs, and instructionsAccurately document requests and complete all follow?throughInteract with pet parents occasionally, with compassion and professionalismReturn to the Care Center to unload pets, place them correctly, and complete scanning and handoff to OperationsMaintain full responsibility for each pet until properly received and documentedServe as the primary point of contact for clinics, building strong, respectful relationships and addressing questions or concerns promptlyDeliver consistent, compassionate, high?quality service while gathering feedback to improve the clinic experienceComplete all route stops accurately and on time; anticipate clinic needs and follow all safety and company policiesMaintain cleanliness and professionalism of vehicle, equipment, and uniformSupport basic account?related administrative tasksProvide clinics with information on available services and commemorative options; distribute approved materialsIdentify service opportunities and refer potential leads to Business DevelopmentRole Focus You are not a salespersonyou are a trusted partner delivering care, accuracy, and dignity at every step.What We're Looking ForThis role is best suited for someone who:Is personable, calm, and compassionateTakes pride in professionalism and personal accountabilityIs physically capable of frequent lifting and active workdaysIs highly reliable, organized, and detail-orientedBuilds trust naturally and communicates clearlyUnderstands that accuracy and consistency are essentialLoves pets and respects the emotional weight of this workPet lovers and pet parents often thrive in this role.Education, Training & QualificationsHigh school diploma or GED requiredPrior customer service, account management, or route-based experience preferredValid driver's license with a clean driving recordComfortable using mobile technology and CRM systemsAbility to work early mornings, weekends, or holidays as neededWorking ConditionsFrequent heavy lifting up to 100 lbs and physical activityDriving in all weather and road conditionsExposure to emotionally sensitive situationsIndependent work with high accountabilityFast-paced, non-desk-based work environmentWhat You'll GetAt Gateway, we support our people with meaningful benefits and growth opportunities:Competitive hourly pay + overtime eligibilityMedical, Dental, and Vision insuranceCompany-paid Life, AD&D, and LTD insurance401(k) with employer matchTuition assistance (up to $2,000)Paid holidays and PTOCareer development and internal advancement opportunitiesThe chance to do work that truly mattersJoin 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