Customer Service Specialist III - Animal Services

About the Role

Responsible and advanced clerical and public contact work in obtaining, maintaining, and providing information regarding a variety of County operations. Provides professional and courteous responses via telephone, in person, in writing, and online. Includes lead worker responsibilities within the Customer Service department of Animal Services.

Responsibilities

• Function as the lead worker in the Customer Service department within Animal Services.
• Provide information to the public about Animal Services, operations, and services.
• Manage the Animal Services lobby, including customers (people and animals) while delivering excellent customer service.
• Order retail supplies, maintain the pet food pantry, handle cash drawer operations, and oversee opening and closing procedures.
• Assign work to customer service employees and assist in evaluating their performance.
• Provide specific information about county procedures, regulations, fees, ordinances, permits, billing, and services.
• Receive and address requests for information and services, resolving complex questions referred by staff.
• Perform clerical duties, including processing records, worksheets, logs, and applications for services.
• Perform data retrieval and entry into an animal software application and update information on the computer.
• Generate reports from the computer system.
• Assist citizens with inquiries, complaints, investigations, billing questions, and account information.
• Work additional hours and perform related duties during Emergency Operations Center activation.
• Handle animals as needed.

Requirements

• Graduation from high school or possession of an acceptable equivalency diploma.
• Three years of experience in customer service duties involving frequent public contact.
• Supervisory experience preferred.
• Must possess a valid Florida driver's license.
• Ability to communicate effectively using verbal, written, and visual communication.
• Must be able to lift 30 lbs.

Skills

• Knowledge of standard office methods and procedures.
• Knowledge of County departments, operations, and regulations.
• Ability to maintain records/files, prepare reports, and correspondence.
• Ability to interact with the public effectively and courteously, even during elevated emotional interactions.
• Ability to establish and maintain effective working relationships with employees and the public.
• Ability to communicate effectively via phone, in person, in writing, and online.
• Ability to read for comprehension.
• Proficiency in using a computer and related software.
• Ability to establish and maintain files accurately and legibly.
• Ability to follow complex oral and written instructions.
• Ability to assign work and direct the activities of a customer service staff.