Client Care Specialist - Bilingual

Full Time Mon-Fri Days, On Site - 170 Southgate Dr Guelph, ON

Bilingual French language proficiency Required

We’re Gateway Services, part of North America's largest provider of pet aftercare services. Our Guelph ON facility is an inclusive home to a warm, friendly crew, who take pride in the meaningful work they do.

We’re looking for an empathetic full-time Client Care Specialist to join our team, one who understands the balance between enthusiasm and compassion.

You’ll work with a close-knit team you know you can depend on, one that provides comprehensive aftercare services that include cremation, grief support, and memorials. Our team members are explorers, glass artists, car enthusiasts, parents, theme park fanatics, dog agility trainers, students, and moviegoers – and they love the work-life balance afforded at Gateway Services. We value the effort you put in and provide opportunities for growth within our organization.

What you’ll do

• Act as the face of our company, welcoming pet parents and other site visitors, providing a great customer experience.

• Determine client needs, offering possible solutions or follow-up as needed.

• Answer and route phone calls and emails at a fast pace.
• Utilize internal CRM system to handle payments, refunds, communications, and other administration.

• Ensure best practices processes and procedures on all administrative and operational activities within the department.

• Assist in setting up visitations, presenting aftercare options (including urns and memorial items), and memorial item pick ups.
• Ensure client facing areas are clean and tidy.

• Any other duties as assigned.

Why you’re a great fit

• You like working with people and feel comfortable building and maintaining relationships with other industry professionals and pet parents
• You’re caring, patient, kind, and empathetic
• Solutions come easy to you – problem-solving and quick thinking are your thing
• Punctuality and accountability are important to you
• You’re able to work independently or as part of a team
• You don’t mind a fast-paced environment and can execute tasks accurately
• You have a strong attention to detail and take pleasure in making things right
• You bring a sense of calm and confidence to each situation

Your work environment will include

• An office setting, working at a desk using phones and computers
• Frequent bending and lifting, (20lb minimum weight)
• Overtime and weekend work may be required during busier times and when coverage is needed.
• You may occasionally handle deceased pets.

What you can expect from us

• Medical and dental insurance
• Supportive management and administrative teams
• The potential for career growth within our organization
• Free, on-demand continuing education courses
• Employee Assistance Program
• Paid holidays and time off

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.