Customer Service Representative - Animal Services

Responsible for assisting City of Denton customers by phone, electronically, and in person with payments, inquiries, and service requests in a friendly and professional manner. Essential Functions Handle heavy phone traffic for departments citywide. Perform routine office duties, including phone, electronic, and face‑to‑face support to customers, appropriate redirection of internal and external customers, processing drop‑box payments, posting payments, and handling incoming and outgoing mail. Assist with interdepartmental cash and reporting/tracking functions. Receive, maintain, and account for monies and provide payment receipts; ensure compliance with City of Denton and applicable department cash handling policies. Account for and balance cash drawer daily, prepare daily deposit for the bank, and ensure compliance with City of Denton and Customer Service internal cash handling policies; keep accurate records and update personal data on accounts in the billing system as needed. Process commercial account set‑ups; validate Tax IDs. Assist with projects and perform back‑office assignments as needed. Assist peers with questions, errors, and escalated customer issues. Animal Services Process internal and external customer requests, including pet inquiries, adoption, volunteering, surrendering, reclaims, lost or found pets, and quarantined animals. Monitor department Outlook inbox and respond to inquiries per policies and procedures. Ensure accurate entries in the PetPoint database management system and Petfinder website. Complete adoptions, surrenders, reclaims, registrations, and bite reports documentation. Ensure accurate service requests are entered into the Police Department Computer Aided Dispatch (CAD) system, including barking dog reports, vicious or stray animal incidents, livestock out, bite victims, and trapped wildlife or domestic animal incidents per policy. Receive, maintain, and account for adoption, reclaims and donation monies; provide payment receipts. Supervisory/Budget Responsibilities None. Other Duties This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Job Requirements High School diploma or equivalent. One year of customer service experience. Six months of cash handling experience. OR Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job. Required Skills/Abilities Knowledge of applicable Federal, State, and Local Government laws, ordinances, and regulations. Problem‑solving skills; identifying problems, reviewing related information, and developing, evaluating, and implementing solutions. Intermediate proficiency with Microsoft Office 365 products and other software systems. Exceptional customer service skills. Interpersonal skills, including tact, patience, and courtesy. Effective oral and written communication. Ability to establish and maintain effective interpersonal relationships. Ability to handle records and complex situations of a confidential nature. Ability to handle difficult and stressful situations with professional composure and confidentiality. Ability to work independently and/or as part of a team while handling multiple tasks and changing priorities with attention to detail. Ability to develop, understand, interpret, and apply rules, policies, and procedures of operations. Ability to prepare budget documentation and monitor expenditures to implement fiscal control and maintain budget compliance. Ability to meet quality assurance requirements and other key performance metrics for call center operations. Conditions of Employment Must pass a drug test, criminal history background check, employment history verification, and social security number verification. Safety Ensure equipment is in safe operating condition; perform preventive maintenance on tools and equipment, or notify leadership immediately of needed repairs. Follow established safety procedures and techniques to perform job duties, including lifting and climbing; operate tools and equipment according to established safety procedures. Promptly report unsafe conditions in the work area and/or any conditions that are not immediately correctable to leadership. Working Conditions / Physical Requirements No random drug testing; safety sensitive: No. Tools/Equipment Used: Standard office equipment, including computer, peripherals, and internet access to the City of Denton secure virtual network. Posture: Prolonged sitting and standing; occasional stooping, squatting, kneeling, bending, pushing/pulling, and twisting. Motion: Frequent repetitive hand motions, including keyboarding and use of mouse; occasional reaching. Lifting: Lifting and carrying (less than 15 pounds). Animal Services: Works in an office setting, and with and around animals (including diseased, injured and/or potentially aggressive animals); occasional exposure to inclement weather, loud noises, chlorine, or other chemicals; occasionally requires irregular and/or prolonged hours. Travel: Travels to City of Denton buildings and professional meetings as required. Attendance: Regular and punctual attendance at the worksite is required; must be able to work after normal business hours to complete daily tasks. For Animal Services – Must be able to work weekends and overtime as needed. Mental Demands: Maintains emotional control under stress; works with frequent interruptions. Core Values Inclusion Collaboration Quality Service Strategic Focus Fiscal Responsibility Top Tier Benefits Medical, dental, vision coverage in addition to life and disability insurance plans. Employee Health Clinic. Paid Vacation Days and Paid Holidays. Retirement Plan. EEO Statement City of Denton is an equal opportunity employer. It is the policy of the City of Denton to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants without regard to any protected class, status, characteristic, or activity. All employment decisions, including decisions regarding recruitment, selection, hiring, compensation, benefits, training, advancement, discipline, discharge, and other terms, conditions, and privileges of employment are made without regard to any lawfully protected class, status, characteristic, or activity.

ADA/EOE/ADEA

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. E-Verify The City of Denton participates in the federal E‑Verify program in order to verify a new employee's authorization to work in the United States. Applicants must be lawfully authorized to work in the U.S. #J-18808-Ljbffr City of Denton