[Hiring] Client Care Operations Specialist @Gateway Services Inc

Role Description

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.

The Client Care Support Specialist provides operational, administrative, and analytical support for Gateway's client care programs across North America. This role 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.

The Client Care Support Specialist serves as a key resource for Care Center leaders and client care teams by assisting with:

• Reporting
• Quality assurance activities
• Customer service initiatives
• Continuous improvement projects designed to enhance the overall client experience

Support North American veterinary clinics and pet parents by:

• Phone, email, and in person
• Answering questions with empathy and professionalism
• Accurately entering service requests and special instructions
• Coordinating closely with Operations to ensure every promise is fulfilled
• Supporting pet parent viewings and order pickups when required
• Resolving concerns promptly while maintaining customer confidence
• Helping create a compassionate experience for every family we serve

Qualifications

• 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, but we'll provide all the training you need to succeed

Requirements

• On-site position within a Gateway Care Center
• Frequent interaction with veterinary clinics and pet parents
• Telephone, email, and face-to-face customer service
• Fast-paced work requiring organization and attention to detail
• Collaboration with Operations to deliver exceptional service

Benefits

• 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