Customer Service Specialist

Description Lee County is seeking a dependable, service-oriented Customer Service Specialist to join our Animal Services team. This unique role combines public service, animal care support, operational coordination, and community education. Description Lee County is seeking a dependable, service-oriented Customer Service Specialist to join our Animal Services team. This unique role combines public service, animal care support, operational coordination, and community education. This position is not a traditional customer service role. As a Customer Service Specialist, you will assist residents during challenging situations involving lost pets, stray animals, surrendered animals, complaints, and animal service requests while supporting the safety and well-being of animals in our community. You will work closely with residents, Animal Control Officers, veterinary staff, and shelter operations teams to provide information, coordinate services, maintain accurate records, and support daily operations. The ideal candidate is a calm, organized, and dependable professional who communicates clearly, handles difficult conversations effectively, and manages multiple responsibilities in a fast-paced environment. Successful candidates will have the ability to provide assistance with professionalism and compassion while following established procedures and supporting the mission of Animal Services. Experience in public-facing roles, administrative support, animal care, healthcare, public safety, or other service-oriented environments is valuable. Duties and Responsibilities What You’ll Do Serve as a primary point of contact for animal-related public inquiries, concerns, and service needs. Assist residents with situations involving lost pets, stray animals, surrendered animals, complaints, and animal services policies. Communicate department policies, procedures, animal care instructions, fees, and medical information clearly and professionally. Navigate emotionally challenging situations while providing accurate information and appropriate assistance. Coordinate stray animal requests and communicate service needs with Animal Control Officers and field operations. Provide operational support to Animal Control Officers through dispatch assistance, information coordination, and communication support. Maintain accurate animal records, reports, and database information. Process forms, payments, and documentation while ensuring records are complete and accurate. Manage multiple phone lines, software systems, public interactions, and administrative responsibilities simultaneously. Assist with veterinary clinic activities, including vaccinating stray animals when trained and assigned. Support animal care operations and safely handle animals according to department procedures. Educate the public on responsible pet ownership, animal services programs, and available resources. Perform other related duties as assigned. Key Skills For Success Communication Ability to explain policies, procedures, services, and animal care information clearly and professionally. Problem Solving Ability to assess situations, provide solutions, and make sound decisions while following department procedures and safety guidelines. Organization & Multitasking Ability to manage competing priorities, including phone calls, walk-in visitors, records, software systems, payments, and operational requests. Professionalism Under Pressure Ability to remain composed and effective when assisting individuals during stressful or emotional situations. Animal Care Awareness Ability to safely interact with animals that may be fearful, injured, or under stress while following established safety procedures. Education, Experience, Licensing What We’re Looking For High school diploma or GED (or equivalent). One (1) year of experience in a public-facing role involving communication, problem-solving, documentation, service coordination, animal care, veterinary services, public safety, healthcare, or a similarly regulated service environment. Ability to communicate effectively with the public and explain policies, procedures, and services clearly. Ability to remain professional and composed when handling difficult or emotional situations. Strong written and verbal communication skills. Strong organizational skills with attention to detail. Preferred Skills And Experience Valid driver’s license with an acceptable driving record. Animal handling experience. Experience working in an animal shelter, veterinary clinic, animal control, or related environment. Knowledge of animal services operations and procedures. Proficiency with Microsoft Office. Experience with Chameleon software. Familiarity with communication systems, including two-way radios and digital cameras Supplemental Information Work Schedule Hours: Monday – Saturday, 8:00 AM – 4:30 PM Schedule: Rotating days off with one late evening shift each week (until 5:30 PM) Why Join Us? As a Customer Service Specialist with Lee County, your work directly supports the safety and well-being of animals and residents throughout our community. Every day provides an opportunity to make a difference, whether helping reunite a lost pet with its family, assisting residents with animal concerns, supporting field operations, or helping animals receive needed care. This position is ideal for someone who values public service, enjoys meaningful work, and has the communication skills, organization, and resilience needed to support both people and animals. About The Department Lee County Domestic Animal Services is dedicated to protecting public health and safety through effective animal control, shelter services, education, and community outreach. The department provides care for animals in need, reunites lost pets with their families, supports responsible pet ownership, and enforces animal-related laws. Through collaboration with residents, field operations, and animal care professionals, Lee County Domestic Animal Services works to create a safer and healthier community for both people and animals. About Lee County Lee County is located in beautiful Southwest Florida and is home to over 800,000 residents. We are dedicated to serving our community with high-quality services and a focus on sustainability and innovation. Join us in making Lee County a great place to live, work, and visit. Find out more about Lee County at Lee County Government. Emergency Response/Recovery Activities All County employees are required to work before, during, or after an emergency as needed. This may include temporarily being assigned to work and performing duties outside of 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. Lee County Board of County Commissioners offers a comprehensive, and affordable benefits package. Our Board works in the best interest of employees and strives to provide the most complete, high-quality benefits package available at the lowest possible cost to the employee. Our Board continues to remain steadfast in maintaining one of the lowest levels of employee costs in our area. Lee County's benefits package is offered to both regular Full-time positions and Part-time positions that are regularly scheduled to work 60 hours or more bi-weekly. Medical benefits may be offered to On-Call, Temporary, Seasonal, and Intern employees who meet the Affordable Care Act eligibility criteria. Lee County employees eligible to participate in the Florida Retirement System (FRS) are required to contribute 3% of each paycheck to FRS. If you have retired from the Florida Retirement Pension plan you will not be eligible for renewed membership in either of the FRS retirement plan options. Retirees of the Investment Plan are eligible for renewed membership in the Investment Plan only. FRS reemployment rules apply for both. Health Benefits Medical Insurance Plans include, but are not limited to: routine, preventative, mental health, hospitalization, and prescription drug benefits. Vision, Fitness, Weight Management, Natural Products and Services, and Hearing discount programs available. Dental Insurance Vision Insurance Flexible Spending Accounts Medical Reimbursement Account Dependent Care Reimbursement Account Pharmacy, including Mail-Order Pharmacy Informed Health Lines (Nurse Hotline) Basic Life Insurance (1x or 2x Annual Salary at no cost to employee) Optional Life Insurance Long-Term Disability (60% of pre-disability salary at no cost to employee) Short-Term Disability Sick Leave Pool Flu vaccinations Wellness Programs Financial Benefits Florida Retirement System (FRS) Two Retirement Plan Options: FRS Pension Plan (Defined Benefit) FRS Investment Plan (Defined Contribution) Deferred Compensation (457) Plans Financial Savings/Management Programs Eligible for membership with Suncoast Credit Union Employee Leave Benefits Holiday Pay - 11 Paid Holidays Annually Paid Sick Leave Paid Vacation Leave Bereavement & Civic Duty Leave Family and Medical Leave Military Family & Medical Leave Educational Leave Employee Assistance Program Services available to employees that offers guidance, support, resources and information for personal and work-life issues. Confidential and provided at no charge to employees and their dependents. United Way 2-1-1 (Lee County Employee Resource Program) Lee County BOCC has partnered with United Way 211 to provide an Employee Resource Program which assists BoCC employees who may be experiencing distress due to economic hardship, health or other factors. Educational Assistance Reimbursement for coursework taken at an accredited college or university that is designed to enhance the knowledge, skills and abilities relating to the official duties that the employees perform. 01 After reviewing the description, do you understand that this position includes public service, administrative responsibilities, animal-related situations, and operational support, not only customer assistance? Yes No 02 This position is not a traditional customer service role. In addition to assisting residents, the role includes enforcing procedures, explaining policies, documenting information accurately, and coordinating with Animal Control Officers and shelter staff. Are you comfortable working in a role that requires both customer service skills and following established regulations/procedures? Yes No 03 Are you available to work the required schedule, including rotating days off and one late evening shift each week until 5:30 PM? Yes No 04 This position requires balancing public interactions, phone calls, computer work, documentation, and operational requests at the same time. Which statement best describes your experience? Be sure to include this experience in your work history. I have experience managing multiple priorities in a fast-paced environment. I have some experience multitasking but prefer a slower-paced environment. I have limited experience managing multiple competing priorities. Required Question #J-18808-Ljbffr