Pet Licensing & Customer Service Supervisor

Overview The Regional Animal Services of King County (RASKC) is searching for their next Pet Licensing and Customer Service Supervisor! As the Pet Licensing & Customer Service Supervisor you will supervise, coordinate, and evaluate the daily operations of pet licensing, the animal control call center, customer service, and functions may include front counter duties for RASKC. This position oversees staff responsible for pet licensing, animal control call center, customer inquiries, licensing compliance support financial transactions, pet licensing marketing and promotion and public-facing administrative services. This position ensures exceptional customer service, operational efficiency, regulatory compliance, and accurate processing of licensing and revenue functions while supporting the mission of helping people and pets. The incumbent supervises assigned staff, develops work processes, monitors performance metrics, resolves escalated customer concerns, and collaborates with shelter, field, veterinary, and administrative teams. The Records and Licensing Services Division (RALS) is a division of the Department of Executive Services. RALS operates within a statutory framework prescribed by state law and county code. Many of the services administered by the division are mandated by state law, and are provided in King County on a regional basis across jurisdictional boundaries. RALS also provides certain local services to unincorporated King County and by contract with many local municipalities throughout King County. In addition, RALS is responsible for providing internal services that are necessary for purposes of business efficiency and meeting various legal responsibilities. RALS operates within a statutory framework that is prescribed by state law and county code. To learn more about RALS, please visit our website at Responsibilities Supervision and Leadership Supervise, assign, train, coach, and evaluate staff engaged in pet licensing and customer service operations. Establish performance expectations and provide ongoing coaching, feedback, and corrective action when necessary. Develop staff schedules and ensure adequate operational coverage. Foster a respectful, collaborative, and customer-focused work environment. Pet Licensing Program Administration Oversee pet licensing operations, including issuance, renewals, compliance support, exemptions, and records maintenance. Ensure accurate processing of licenses, payments, refunds, and associated records. Monitor licensing trends, performance measures, retention efforts, and outreach effectiveness. Coordinate licensing communications including renewals, notices, reminders, and compliance-related correspondence. Assist in implementation of licensing initiatives to improve compliance and customer participation. Animal Control Call Center Oversight Supervise and oversee daily operations of the Animal Control Call Center, ensuring timely, accurate, and professional handling of calls for service, complaints, licensing inquiries, animal welfare concerns, and general public requests. Monitor call intake quality, customer service standards, and adherence to established protocols for call prioritization, dispatch coordination, and information gathering. Ensure accurate documentation and entry of service requests, complaints, case information, and customer interactions into applicable systems. Coordinate closely with field services supervisors, animal control staff, shelter operations, and veterinary personnel to support effective response to community concerns and operational needs. Review trends, response demands, and service metrics to identify operational improvements, staffing needs, and customer service enhancements. Resolve escalated or complex customer concerns involving animal control services, enforcement inquiries, and sensitive community issues. Assist in developing and maintaining procedures, scripts, and training related to call-taking, customer interactions, and service request triage. Pet Licensing and Animal Control Customer Service Operations Ensure delivery of professional, compassionate, and responsive customer service to a diverse population. Resolve complex or escalated customer complaints, concerns, and service issues. Support customer interactions involving adoptions, redemptions, licensing, citations, and shelter-related inquiries. Customer Service Operations Supervise customer support functions. Ensure delivery of professional, compassionate, and responsive customer service to a diverse population. Resolve complex or escalated customer complaints, concerns, and service issues. Financial & Administrative Oversight Ensure accurate cash handling, reconciliation, receipting, deposits, and financial documentation. Monitor accuracy of databases, records systems, and customer information. Maintain reports and operational metrics related to customer service and licensing activities. Ensure compliance with applicable County policies, financial controls, public records requirements, and confidentiality standards. Collaboration & Program Support Coordinate with animal control, shelter operations, veterinary staff, and external stakeholders to improve customer experience and service delivery. Participate in outreach, community engagement, and licensing promotion efforts. Assist in policy and procedure development and continuous process improvement initiatives. Qualifications Knowledge of: Principles and practices of supervision, coaching, and employee development. Customer service best practices and conflict resolution techniques. Cash handling, receipting, and financial accountability procedures. Public sector customer service and administrative operations. Pet licensing laws, ordinances, and compliance practices. Applicable software, databases, and records management systems. Principles of equity, inclusion, and respectful public service. Are skilled in: Supervising, motivating, and developing staff. Managing multiple priorities in a fast-paced environment. Communicating effectively verbally and in writing. Resolving customer concerns professionally and tactfully. Reviewing records and maintaining accuracy and attention to detail. Analyzing operational issues and implementing improvements. Have the ability to: Exercise sound judgment and independent decision-making. Build collaborative working relationships across teams. Handle stressful or emotionally charged situations professionally. Interpret and apply policies, procedures, and regulations. Maintain confidentiality and professionalism. Promote a positive, solutions-oriented workplace culture. Work Location This position is 100% on site at the Regional Animal Services of King County- 21615 64th Ave S. Kent, WA 98032. Work Schedule This position is non-exempt from the provisions of the Fair Labor Standards Act and therefore is overtime eligible. Employees are paid on a bi-weekly schedule, every other Thursday. Union Representation This position is represented by Local 117: Teamsters Local Union No. 117 -- Professional & Technical and Administrative Employees. EEO Statement No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation. #J-18808-Ljbffr King County