Customer Service Representative - Part Time

Summary Responsible for assisting Animal Services customers with quality service in animal-related incidents or requests in a friendly and professional manner. Essential Functions and Other Important Duties Essential Functions: * Receives a heavy volume of phone calls: pet inquiries, questions regarding adoption, volunteering, surrendering or reclaiming a pet, lost or found pet, inquiries regarding quarantined animals * Represents the organization in a professional manner and provides knowledgeable information to the public * Makes accurate entries in the ShelterPro database program and Petfinder website * Completes documentation for adoptions, surrenders, reclaims, registrations, bite reports * Promptly and accurately enters service requests into Police Department CAD such as barking dog, vicious or stray animals, livestock out, bite victims, trapped wildlife or domestic animals * Receives and processes money for adoptions, reclaims, donations * Receives, maintains and accounts for monies; issues payment receipts to customers; accounts for and balances cash drawer daily; Prepares daily deposit for the bank; ensures compliance with the City's and Animal Services internal cash handling policies * Performs routine office duties such as assisting customers at the counter, directing people to the appropriate offices/persons and opening and sorting mail * Resolves customer service issues (independently and as a team); willingly assists other staff members with projects as needed * Completes work with minimal or no supervision by utilizing strategy and problem-solving skills * Enforces city and departmental policies and procedures * Maintain regular and punctual on-site attendance Additional Duties: * Contributes to projects and performs back office assignments as needed * Serves as a mentor and on the job trainer for new and existing Customer Service employees * Performs other duties as assigned * Observes and evaluates customer and employee interactions to ensure quality is being provided * Contributes to projects and performs back office assignments as needed Job Requirements Minimum Qualifications / Acceptable Equivalency: * High School Diploma or GED equivalent * Minimum of one year of customer service experience in high volume cash handling position OR * Any combination of related education, experience, certifications and licenses that will result in a candidate successfully performing the essential functions of the job Core Competencies: * Ability to prioritize and manage multiple competing assignments while maintaining a strong rating for core competencies and individual performance measures * Knowledge and skill in the operation of Word, Excel, and SharePoint * Displays good judgment skills, a track record of empowered decision making, and accountability for results * Ability to solve complex problems through technical expertise and sound judgment * Ability to communicate effectively both verbally and in writing * Ability to work under pressure while delivering high quality work in accordance with required assignment deadlines * Ability to form and maintain effective relationships with coworkers and customers and demonstrate strong customer relation skills Preferences: * Bilingual in Spanish and English * Previous experience working in a high stress environment * Cash Handling experience in high volume environment * Prior customer service experience Conditions of Employment: * Must pass a drug test, criminal history background check, and social security number verification check * Must be able to work overtime when requested * Must be able to work after hours to balance payments, create deposit and complete other miscellaneous duties as needed * Must be available to work weekends Environmental Factors and Conditions/Physical Requirements Physical Requirements: Overall Strength Demands: The italicized word describes the overall strength demand of the functions performed by the incumbent during a typical workday. * Sedentary - lifting no more than 10 pounds * Light - lifting no more than 20 pounds; carry up to 10 pounds * Medium - lifting no more than 50 pounds, carry up to 25 pounds * Heavy - lifting no more than 100 pounds, carry up to 50 pounds * Very Heavy - lifting more than 100 pounds, carry more than 50 pounds Physical Demand Codes: The following describes if the incumbent is expected to exert the following physical demands during a typical workday and the overall frequency. Codes for "how often": Y = Yes N = No E = extensive (100-70%) M = moderate (60-30%) I = infrequent (20-10%) A = almost never (<10%)
Task: Code: 1. Standing: A 2. Sitting: E 3. Walking: A 4. Lifting: I 5. Carrying: A 6. Pushing/Pulling: A 7. Overhead Work: A 8. Fine Dexterity: E 9. Kneeling: A 10. Crouching: A 11. Crawling: A 12. Bending: E 13. Twisting: E 14. Climbing: A 15. Balancing: N 16. Vision: E 17. Hearing: E 18. Talking: E 19. Video Display: E 20. Other: Machines, Tools, Equipment and Work Aids: The essential functions of this position require the use of computers and various pieces of office equipment. Environmental Factors: The essential functions of this position are performed in an office environment with exposure to animals of differing species. This job description is not an employment agreement, contract agreement, or contract. Management has exclusive right to alter this job description at any time without notice. ADA/EOE/ADEA