Jobs

    Ops. Customer Services Representative - Oxford, United States - Gateway

    Gateway
    Gateway Oxford, United States

    3 weeks ago

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    Description

    ABOUT GATEWAY SERVICES INC:


    Gateway Services is North Americas leading accredited pet aftercare provider offering 24/7 professional grief support, memorial keepsakes, pet burial, and fully trackable pet cremation.

    With 150+ locations, 2,000 team members and servicing over 17,000 veterinary clinics across North America, Gateway has built a solid reputation for providing compassionate and respectful aftercare for pets and the people who love them.


    Gateway has proudly achieved the esteemed Great Place To Work Certification in both Canada and the USA, a testament to our exceptional workplace culture and employee satisfaction.

    Join our team and experience the rewarding environment that has earned us this prestigious recognition.

    Please visit Gateway Services Inc. to learn more about us.

    Route Service Driver

    Pay Rate:
    $21/hr ($1000 sign-on bonus)

    Work Hours:
    Mon, Tues, Thurs, Fri (start times will vary; earliest would be 6am) *MANDATORY ON-CALL ROTATION* Location: Final Gift Pet Memorial Center (207 Christian St, Oxford, CT

    Job Overview


    The Operations Customer Service Representative, reporting into the Operations Care Center Manager, is responsible for a daily route, picking up deceased pets from veterinary clinics and homes, and bringing them back to our care centers for cremation.

    In addition, the Operations Customer Service Representative will act as an extension of the client care team, meeting with veterinary staff, troubleshooting issues on-site, escalating if need and assisting operations staff when necessary.

    Duties & Responsibilities


    Operate a company vehicle along a pre-designed daily route for 8-10 hours to pick up deceased pets from local veterinary clinics and bring them back to our care center.

    Pack and unpack the vehicle properly and with care.
    Act as an extension of the client care team is the face of Gateway Services in the veterinary community.
    Continuously meet and communicate with veterinary staff.
    Maintain a positive, empathetic, and professional attitude toward customers at all times.
    Respond promptly to customer inquiries to ensure customer satisfaction, troubleshooting issues on-site whenever possible. Ensure issues are escalated to other team members when necessary.
    Ensure that Gateway processes are thoroughly understood and answers customer questions accordingly.
    Keep records of customer interactions, transactions, comments, and complaints and reports to Facility Manager
    Keep records on vehicle maintenance issues and communicates to Facility Manager
    Communicate and coordinate with other team members, as necessary.
    Provide feedback on the efficiency of the customer service process.
    Work with minimal supervision
    Ensure service standards are met based on well established procedures.
    Manages difficulties to achieve positive results.
    Assist the operations staff when necessary.
    Education, Training & Qualifications
    High school diploma or equivalent education
    Minimum of 12 months experience in a service industry, specifically related to driving.
    Valid drivers license and clean driving record

    Skills & Abilities

    Excellent problem solving skills by being able to develop solutions and quick thinking
    Proven team player who is flexible and adaptable.
    Energetic, self-motivated, and results oriented.
    Good verbal communication skills.
    Excellent time management skills with a proven ability to meet deadlines.

    The ability to feel comfortable building and maintaining relationships with other industry professionals and pet parents; able to work independently or as part of a team.

    Safety - Committed to working in a safe environment
    Strong attention to detail

    Working Conditions

    Regularly bending, stooping, crouching, kneeling, sitting, repetitive motion, hand/wrist/finger motion
    Regular lifting/moving 100+ lbs
    Regularly be exposed to elevated noise levels.
    Regularly be exposed to elevated heat levels.
    Regular handling of deceased pets.

    YOULL LOVE WORKING WITH US BECAUSE:
    The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams - people you can be proud to work with


    OUR CORE VALUES:
    People First
    Exceed Expectations
    (HIT) Honesty, Integrity, Trust
    Be Passionate and Caring
    Continuously Improve

    WHAT YOU CAN EXPECT FROM US:
    Generous salary and benefits package includes:
    3 national medical plans that pay 100% after the members deductible and copays
    2 national dental plans that cover many services at no cost to the plan members
    National vision plan
    Company paid Life/ AD&D, STD and LTD for all full-time employees
    Chance to purchase additional Life/AD&D coverage at discounted rates
    Critical Illness, Accident and Pet insurance are offered as an employees choice

    Tax savings account:
    HSA, Health and Dependent Care FSAs
    401(k) Retirement plan
    Potential for Career Growth
    Employee Assistance Program
    Paid Holidays & Time Off
    A Sense of Community
    Great Hearts & Minds Scholarship Program
    Gateway Tuition Reimbursement Program

    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

    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-

    Mon, Tues, Thurs, Fri (start times will vary; earliest would be 6am)

    • 40hrs per week/OT when required
    *Mandatory on-call rotation
    40hrs per week (OT when required)
    *Mandatory on-call rotation*
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