Animal Service Customer Care Representative Senior (Two Positions)
Full Time
Austin, TX 78702
Posted
Job description
Position Information
Posting Title
Animal Service Customer Care Representative Senior (Two Positions)
Job Requisition Number
COA088363
Position Number
106434
Job Type
Full-Time
Division Name
Customer Services
Minimum Qualifications
- Graduation from an accredited high school or equivalent, plus two (2) years of experience in customer service.
Licenses or Certifications:
- None
Notes to Applicants
Austin Animal Center Main Building
Austin Animal Center‘s mission is to enhance the lives of pets and people by preventing animal homelessness, to help lost pets find their way home or find new homes, to provide education and resources to preserve the human-animal bond, and to administer animal-related ordinances to ensure public and animal safety, all while achieving a 95% live outcome rate for sheltered pets.
What is the Job?
The Customer Care Representative Senior will provide guidance, assistance and training to Customer Service Representatives. Responsible for addressing initial staff and customer questions, concerns, and determining when situations need to be escalated to the supervisor. This position will 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. Customer communication will occur in person, email, fax, phone or 311.
The ideal candidate will be a strong verbal communicator, with great listening, and organization skills. The individual will have the ability to create effortless experiences by assisting our customers in issue resolution with helpful, efficient, and accurate answers to their questions with little to no supervision. Able to be a successful team member with exemplary customer service, be computer proficient, possess the ability to learn and adapt quickly, and multi-task in a busy, fast paced, ever changing environment. Ability to accurately create, update and maintain electronic records associated with customers and animals; as well as provide safe and humane treatment of animals for the purpose of intake while adhering to disease management and safety protocols.
Regarding Your Application:
Regarding Your Application:
- A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job title and employment dates for all jobs you wish to be considered.
- A cover letter and résumé are required but will not substitute for a complete employment application. Incomplete applications will not be considered. Please include contact information from previous employers.
- A cover letter is also required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position.
If you are selected to interview:
- Military/Veterans must provide a copy of their DD214 at the time of initial interview to receive military/veteran interview preference.
If you are selected for hire:
- You must provide proof of education which may include your official college transcript, High School diploma, GED or equivalent degree and your professional licenses.
- A Criminal Background check (CBI) will be conducted.
Additional Information:
- Austin Public Health/Animal Service Office worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any APH/ASO worksite – including construction sites, parking lot, or in any personal vehicle located on the premises.
Please Note this posting may close any time after 7 days.
Pay Range
$22.85 – $26.24
Hours
Workdays will vary; however, this position will work 40 hours per week and be required to work weekends to help support operations when the shelter receives a higher volume of visitors.
Job Close Date
03/10/2023
Type of Posting
External
Department
Animal Services
Regular/Temporary
Regular
Grant Funded or Pooled Position
Not Applicable
Category
Professional
Location
Austin Animal Center, 7201 Levander Loop Bldg A 78702
Preferred Qualifications
Preferred Experience:
- Experience leading a team.
- The ability to adapt to a quickly changing environment.
- Demonstrated ability to communicate, mediate, and negotiate with customers to resolve complex customer service issues.
- Experience working under pressure.
- Demonstrated ability to remain professional and courteous with internal and external customers.
- Experience leading, developing, implementing, coordinating, and evaluating outcome-based programs and services.
- Experience developing effective relationships with other staff departments to identify and address organization needs.
- Bi-lingual (Spanish).
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.
- 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.
- Provide safe and humane handling of animals for the purposes of intake, inventory, behavioral assessment, environmental enrichment and promotional events.
- Accurately process customer and animal transactions, including corrections to customer accounts using various databases and software applications.
- Contribute to programs and services that support the shelter’s live outcome goal.
- Provide training and technical assistance to employees.
- Assign and prioritize daily tasks in order to meet daily customer demands. Monitor assignments to ensure completion.
- Balance cash drawer by counting cash at beginning and end of work shift.
Responsibilities- Supervision 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.
Criminal Background Investigation
This position has been approved for a Criminal Background Investigation.
EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.
The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.
The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.
Information For City Employees: If you are an employee within
the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.
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