Animal Service Customer Care Representative - 2 Positions, Austin Animal Services (Pet Placement Division)

Job Description

Under limited supervision, this position is responsible for processing customer transactions related to animal placements, animal intake, animal reclaim, and cashiering. Responds to customer questions, inquiries, and complaints with the highest degree of courtesy and professionalism.

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Advises and responds to complex customer inquiries regarding services, ordinances, and procedures related to sheltered animals and general animal welfare, including animal availability, service timelines, and fees, while accurately creating, updating and maintaining electronic records associated with customers and animals.
• Communicates with customers in person and receives and responds to customer inquiries via email, fax, phone or 311.
• Contributes to the programs and services that support the shelter's live outcome goal.
• Provides safe and humane handling of animals for the purposes of intake, inventory, behavioral assessments, environmental enrichment and promotional events, while adhering to disease management and safety protocols.
• Collects payments by accepting cash, making change for cash customers.

Knowledge, Skills, and Abilities:

• Knowledge of good customer relations practices.
• Knowledge of animal services and animal related programs.
• Skill in handling multiple tasks and prioritizing.
• Skill in oral and written communication.
• Skill in handling conflict and uncertain situations.
• Skill in observation and classification of animals.
• Skill in using computers and related software applications.
• Skill in information analysis and problem solving.
• Skill in safely handling animals, including those with unknown temperament.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintain effective communication and working relationships with City employees and the public.
• Ability to make change for cash accurately.
• Ability to quickly recognize and interpret animal signaling.

Minimum Qualifications:

• Graduation from an accredited high school or equivalent, plus one (1) year of experience in a field related to customer service.

Licenses and Certifications Required:

• None.

Notes to Candidate

The Animal Service Customer Care Representative role supports visitors, adopters, and pet owners with clear information, compassionate guidance, and efficient assistance. The job blends administrative tasks (phone calls, emails, etc.) with hands-on interactions with our pets. It also requires confidently de-escalating customers who may be in a heightened emotional state to ensure both people and animals remain safe and supported.

Preferred Qualifications:

• Demonstrated experience providing professional and courteous customer service, with internal and external customers, in a professional work environment.
• Demonstrated experience communicating, mediating and negotiating with customers to resolve complex customer services issues in a work setting.
• Demonstrated experience navigating ambiguity and adapting to a quickly changing work environment.
• Demonstrated experience working well under pressure in a professional work setting.
• Demonstrated animal handling experience in an animal-related field.
• Bilingual (Spanish)