Animal Shelter Customer Service Representative I

The Animal Care & Control Shelter Customer Service Representative is the first point of contact for assisting the public and providing support for shelter services.  They work in a high volume environment in collaboration with other Animal Shelter staff in the completion of routine and complex customer service needs requiring strong problem solving and communication skills. The work requires regular interactions with animals and the general public as well as volunteers. They work with indirect supervision and will escalate more complex customer needs to a supervisor.

Key Responsibilities 

• Greets customers upon arrival with a friendly and welcoming attitude; provides public support in person, by telephone, and through email; responds to a variety of issues and complaints; explains departmental policies, including pet licensing, pet adoption, redemption, and general ordinances. 

• Assists with the administrative pieces of the adoption process, animal claims, licensing fees, and other transactions while following cash handling procedures and protocols; helps with the intake of animals from citizens, scheduling surgery appointments, and managing the intake and outcomes of animals for surgery. 

• Maintains accuracy of animal database and associated records; completes routine and complex forms and helps customers with the completion of required forms; enters information into complex systems for tracking and record management. 

• Assists with rabies/vaccination clinics, licensing drives, donation programs, and volunteer programs; supports the Veterinary Care team in delivering vaccination clinics and addressing other needs as required; collaborates with Animal Control officers and the shelter care team. 

Qualifications 

Experience: Previous experience in customer service and handling animals is preferred. Must be comfortable around animals and also work well with a wide range of people. Strong organization, customer service, and communication skills are essential, along with the ability to use and learn a variety of complex systems and technology. A demonstrated ability to remain calm under pressure and to effectively deescalate basic conflict is also required.

Education: A high school diploma or equivalent is required. 

Licenses & Certifications: A valid driver’s license and a favorable driving record are preferred.