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City of Austin - JOB DESCRIPTION

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Animal Service Customer Care Representative
FLSA: Standard/Non-Exempt EEO Category: (60) Admin/Supp
Class Code: 10495 Salary Grade: JS3
Approved: Last Revised: March 07, 2025

Purpose:
 

Under limited supervision, this position is responsible for processing customer transactions related to animal placements, animal intake, animal reclaim, and cashiering. Responds to customer questions, inquiries, and complaints with the highest degree of courtesy and professionalism.
Duties, Functions and Responsibilities:
  Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
  1. Advises and responds to complex customer inquiries regarding services, ordinances, and procedures related to sheltered animals and general animal welfare, including animal availability, service timelines, and fees, while accurately creating, updating and maintaining electronic records associated with customers and animals. 
  2. Communicates with customers in person and receives and responds to customer inquiries via email, fax, phone or 311.
  3. Contributes to the programs and services that support the shelter’s live outcome goal.
  4. Provides safe and humane handling of animals for the purposes of intake, inventory, behavioral assessments, environmental enrichment and promotional events, while adhering to disease management and safety protocols.
  5. Safely and humanely handles animals for purposes of intake, inventory, behavioral assessments, environmental enrichment, and promotional events.
  6. Collects payments by accepting cash, making change for cash customers. 
Responsibilities - Supervisor and/or Leadership Exercised:
  None.
Knowledge, Skills, and Abilities:
  Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
  • Knowledge of good customer relations practices.
  • Knowledge of animal services and animal related programs.
  • Skill in handling multiple tasks and prioritizing.
  • Skill in oral and written communication.
  • Skill in handling conflict and uncertain situations.
  • Skill in observation and classification of animals.
  • Skill in using computers and related software applications.
  • Skill in information analysis and problem solving.
  • Skill in safely handling animals, including those with unknown temperament.
  • Ability to work with frequent interruptions and changes in priorities.
  • Ability to establish and maintain effective communication and working relationships with City employees and the public.
  • Ability to make change for cash accurately.
  • Ability to quickly recognize and interpret animal signaling.
Minimum Qualifications:
 

Graduation from an accredited high school or equivalent, plus one (1) year of experience in a field related to customer service.
Licenses and Certifications Required:
  None.

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.