Gateway Services Inc.

Customer Support

• Serve as the main point of contact for veterinary clinics, providing reliable and compassionate service
• Build trusted relationships with clinic staff and families through empathy, respect, and professionalism
• Safely handle pets in the aftercare process with dignity and care
• Manage customer needs and solve problems effectively
• Support Gateway’s reputation for exceptional service in every interaction

Customer Service Representative – Route Service Representative

Client Services Representative

• Ensure excellent customer service, interacting via telephone, email, and in-person.
• Build rapport and assist customers with product orders.
• Interact and provide information in response to inquiries about products and services.
• Determine client needs, offering possible solutions or follow-up as needed.
• Coordinate client service requests, to ensure delivery is in accordance with client expectations.
• Acquire and maintain appropriate interpersonal skills and extensive product knowledge of the full range of products and services.
• Ensure best practices processes and procedures on all administrative and operational activities within the department.
• Any other duties as assigned.

Client Care Specialist

• Serve as the main point of contact for veterinary clinics, providing reliable and compassionate service
• Build trusted relationships with clinic staff and families through empathy, respect, and professionalism
• Manage customer needs and solve problems effectively
• Support Gateway’s reputation for exceptional service in every interaction

Customer Service Representative/Route Service Representative

• Implement and ensure adherence to Standard Operating Procedures (SOPs)
• Identify opportunities for operational improvement and recommend best practices
• Serve as the “eyes and ears” on-site, making observations and reporting insights to leadership
• Take ownership of machinery by monitoring performance, making adjustments, and submitting maintenance requests
• Maintain daily cremation goals with a strong emphasis on compassion and excellence
• Ensure strict adherence to safety policies, compliance standards, and regulations
• Act as an extension of our client care team while on-site
• Meet frequently with veterinary staff to strengthen relationships and troubleshoot concerns
• Escalate issues appropriately while maintaining professionalism and responsiveness
• Support and assist local operations team members as needed
• Drive a company van along a pre-designed daily route (8–10 hours), transporting pets from local veterinary clinics to our memorial centers
• Operate the retort and assist with cremation procedures
• Create and package paw prints and memorial items
• Engrave plaques and perform quality control checks
• Process and package cremated remains with care, accuracy, and dignity

Operations Support Specialist

Operations

• Perform 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.

Operations Team Member

• 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.
• 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.

Operations Team Member – Temporary

• Operating the retort and supporting daily cremation processes with precision and respect
• Creating and packaging paw prints and memorial keepsakes
• Engraving plaques and memorial items
• Performing quality control to ensure accuracy and excellence
• Processing and packaging cremated remains with compassion and attention to detail
• Monitoring equipment to ensure proper operation and submitting maintenance requests as needed
• Maintaining daily cremation goals with a strong focus on dignity and care
• Cleaning and maintaining cremation equipment, including processing machinery
• Performing housekeeping duties (sweeping, mopping, vacuuming, dusting) to ensure a safe and clean workspace
• Following all OSHA and safety protocols to protect yourself and your team
• Supporting additional tasks as needed to help the team succeed

• Perform 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.

Customer Service Representative

• Responsible for operation of the retort
• Creating and packaging paw prints, engraving plaques and memorial items
• Processing and packaging cremated remains
• Maintain daily cremation goals, producing cremains with an emphasis on compassion and excellence
• Monitor equipment to ensure the process is working properly
• Perform basic cleaning and housekeeping activities
• Clean and maintain equipment used in cremation procedures
• Follow safety procedures to protect themselves and others from exposure to hazardous materials or dust particles
• Other duties as assigned

• Ensure excellent customer service, interacting via telephone, email, and in-person
• Build rapport and assist customers with product orders
• Interact and provide information in response to inquiries about products and services
• Determine client needs, offering possible solutions or follow-up as needed
• Coordinate client service requests, to ensure delivery is in accordance with client expectations
• Acquire and maintain appropriate interpersonal skills and extensive product knowledge of the full range of products and services
• Ensure best practices processes and procedures on all administrative and operational activities within the department
• Any other duties as assigned