Customer Service Specialist

To be considered, an application MUST be completed on the website. Click the link or copy and paste in a new web browser:

https://www.governmentjobs.com/careers/leecounty/jobs/4367297/customer-service-specialist

Description:

This position is responsible for Customer Service and administrative support work within Animal Services. Responsibilities include but are not limited to, preparing a variety of operational and administrative forms, reports, records and summaries, entering data and retrieving information from the department database. Responsible for communication support and services; this includes, handling the reception of requests for stray animal control services by receiving and transmitting related communication information to field operations personnel. Incumbent may also assist the veterinary clinic.

Duties and Responsibilities

• Confers with customers by telephone or in-person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints; ensures that appropriate changes were made to resolve customers' problems.
• Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Assists in resolving customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Assists in opening new accounts, completing forms, preparing records, or issuing service discontinuance orders; performs data entry; remains positive and courteous throughout customer interactions.
• Assists patrons in various other activities, as needed.
• Responsible for vaccinating stray animals as they are obtained over the counter.
• May be required to fill in on an as-needed basis for Animal Services' dispatch.
• Performs related work as assigned.

Education, Experience, Licensing

• Requires any combination of education and experience equivalent to High School graduation or GED and one year of fast-paced, professional Customer Service or closely related experience.
• Possession of a valid driver’s license and an acceptable driving record is required.
• Verifiable experience with animal handling is preferred.

Supplemental Information

• Strong written and verbal communication, Customer Service and organizational skills
• Knowledge of Chameleon software is preferred.
• Knowledge of communication with 10-codes preferred.
• Knowledge of two-way radio, wireless communications, digital camera, office equipment, computer software; such as Microsoft Word, Excel, Outlook, etc.
• Knowledge of state statutes and local ordinances relating to animal licensing, leash laws, animal control enforcement procedures and rabies control.
• Knowledge of proper animal handling techniques, microchip scanning, recognition and signs of Zoonotic diseases of animals and laws pertaining to state statute and local ordinances.
• Ability to explain the law, regulations, policies, procedures and protocols to the public with tact, professionalism and courtesy.
• Ability to prioritize emergency and non-emergency calls to protect and maintain health and public safety.
• Ability to establish and maintain positive communication and effective working relationships with the general public, pet placement partners, co-workers, elected and appointed officials, and members of diverse cultural and linguistic backgrounds.
• Ability to lift up to 30 pounds, bend, stoop, lift and crawl as necessary for handling and transporting of animals, equipment and supplies.
• Ability to work in a variety of environmental factors and in all types of weather.
• Work hours and days are Monday - Saturday, 8:00 a.m. to 4:30 p.m. Rotating days off and staying late one night a week until 5:30 p.m.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES: All employees will be required to work before, during, or after an Emergency as needed. During an Emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this classification. All positions are subject to a criminal background check. A conviction in and of itself may not necessarily preclude employment. Some positions may be subject to a pre-employment drug screening. Certain service members and veterans, and the spouses and family members of such service members and veterans, who claim and meet eligibility requirements of veterans preference, receive preference and priority in employment and are encouraged to apply.

Job Type: Full-time

Pay: $16.50 - $30.58 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Night shift
• Overnight shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Work setting:

• In-person

Work Location: In person