city seal

City of Austin - JOB DESCRIPTION

city seal

Animal Service Customer Care Representative Senior
FLSA: Standard/Non-Exempt EEO Category: (60) Admin/Supp
Class Code: 10500 Salary Grade: JS2
Approved: Last Revised: September 11, 2017

Purpose:
 
Under general supervision, responsible for researching customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to facilitating processes and documentation to resolve customer issues with one call resolution. 
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. Advise and respond to complex customer inquiries regarding services, ordinances, and procedures related to sheltered animals and general animal welfare, including animal availability, service timelines and fees.  Communicate with customers in person and receive and respond to customer inquiries via email, fax or phone.
2. Provide safe and humane handling of animals for the purposes of intake, inventory, behavioral assessment, environmental enrichment and promotional events.
3. Accurately process customer and animal transactions, including corrections to customer accounts using various databases and software applications.
4. Contribute to programs and services that support the shelter’s live outcome goal.
5. Provide training and technical assistance to employees.
6. Assign and prioritize daily tasks in order to meet daily customer demands. Monitor assignments to ensure completion. 
7. Balance cash drawer by counting cash at beginning and end of work shift.
Responsibilities - Supervisor and/or Leadership Exercised:
  May provide leadership, work assignments, evaluation, training, and guidance to others.
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 supervisory and managerial techniques and principles.
Knowledge of federal, state and local laws pertaining to animals.
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.
Minimum Qualifications:
  Graduation from an accredited high school or equivalent, plus two (2) years of experience in 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.