Client Care Operations Specialist - Remote

**Client Care Operations Specialist | Customer Care & Family Support** *(Internal Title: Client Care Operations Specialist)* **Location:** Remote **Compensation:** $60,000-$65,000/yr **Schedule:** Full-Time **Benefits:** Industry-Leading Benefits Package # Make a Difference When It Matters Most At Gateway Services, we help families through one of life's most difficult moments by providing compassionate pet aftercare services. 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. If you're compassionate, detail-oriented and enjoy helping people, we'd love to hear from you. # Why Gateway? You're joining North America's leading pet aftercare provider. We invest in our people through competitive pay, industry-leading benefits, paid training, career development and supportive leadership. # Unique to Gateway Every Client Care Specialist has access to Gateway CarePath—our confidential emotional wellness program designed specifically to support employees working in pet aftercare. # What You'll Do 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, and continuous improvement projects designed to enhance the overall client experience. - 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. # Is This You? - 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. # Working Environment - 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 You'll Appreciate We believe taking care of our Team Members is just as important as taking care of the families we serve. - 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 # Ready to Make a Difference? If you're looking for a career where compassion, professionalism and attention to detail truly matter, we'd love to hear from you. Join Gateway Services and help provide exceptional care to veterinary partners, pet families and the pets entrusted to us. ***Appl…