| Purpose: |
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Under general supervision, this position is responsible for researching customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism; facilitating processes; and documenting to resolve customer issues with one-call resolution. |
| Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- 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. Communicates with customers in person and receives and responds to customer inquiries via email, fax, or phone.
- Provides safe and humane handling of animals for the purposes of intake, inventory, behavioral assessment, environmental enrichment, and promotional events.
- Accurately processes customer and animal transactions, including corrections to customer accounts using various databases and software applications.
- Contributes to programs and services that support the shelter’s live outcome goal.
- Provides training and technical assistance to employees.
- Assigns and prioritizes daily tasks in order to meet daily customer demands. Monitors assignments to ensure completion.
- Balances cash drawer by counting cash at beginning and end of work shift.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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May provide leadership, work assignments, evaluation, training, and guidance to others.
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| Knowledge, Skills, and Abilities: |
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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 Federal, State, and Local laws pertaining to animals.
- Knowledge of supervisory and managerial techniques and principles.
- Knowledge of animal services and related programs.
- Knowledge of good customer relations practices.
- Skill in using computers and related software applications.
- Skill in handling multiple tasks and prioritizing
- Skill in oral and written communication.
- Skill in handling conflict and uncertain situations.
- Skill in information analysis and problem solving.
- Skill in using computers and related software applications.
- Skill in observation and classification of animals.
- Skill in safely handling animals, including those with unknown temperament.
- Ability to quickly recognize and interpret animal signaling.
- 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 train others.
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| Minimum Qualifications: |
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Graduation from an accredited high school or equivalent, plus two (2) years of experience in customer service. |
| Licenses and Certifications Required: |
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None.
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