Customer Service Representative - Animal Services

Job Title

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 and Other Important Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Duties include:

• Handling heavy phone traffic for departments Citywide.
• Performing routine office duties, including providing phone, electronic and face-to-face support to customers, appropriately directing internal and external customers, processing drop box payments, posting payments and handling incoming and outgoing mail.
• Assisting with interdepartmental cash and reporting/tracking functions.
• Receiving, maintaining, and accounting for monies and providing payment receipts; ensuring compliance with the City of Denton and applicable department internal cash handling policies.
• Accounting for and balancing cash drawer daily, preparing daily deposit for the bank and ensuring compliance with the City of Denton and Customer Service internal cash handling policies; keeping accurate records and updating personal data on accounts in the billing, as needed.
• Processing commercial account set ups; validating Tax IDs.
• Assisting with projects and performing back-office assignments, as needed.
• Assisting peers with questions, errors, and escalated customer issues.

Animal Services:

• Processing internal and external customer requests, including but not limited to, pet inquiries, adoption, volunteering, surrendering, and/or reclaiming a pet, lost, or found pet, and quarantined animals.
• Monitoring department Outlook inbox; responding to inquiries per department policies and/or procedures.
• Ensuring accurate entries are made in the PetPoint database management system and Petfinder website.
• Completing adoptions, surrenders, reclaims, registrations, and bite reports documentation.
• Ensuring accurate service requests are entered into Police Department Computer Aided Dispatch (CAD) system, including but not limited to, barking dog, vicious or stray animals, livestock out, bite victims, and trapped wildlife or domestic animals, per policy.
• Receiving, maintaining, and accounting for adoption, reclaims and donation monies; providing payment receipts.

Job Requirements

Education, experience and licenses/certifications:

• High School diploma or equivalent; and,
• One (1) year customer service experience; and,
• Six (6) 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.
• Skill in moderate problem solving; identifying problems and reviewing related information to develop, evaluate options, and implement solutions.
• Skill at the intermediate level, working with applicable Microsoft Office 365 products, and other software systems to complete work.
• Skill in providing exceptional service to internal and external customers.
• Skill in interpersonal relationships, including using tact, patience, and courtesy.
• Ability to communicate effectively, both in oral and written forms, for the needs of the audience.
• 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 with team environment while handling multiple tasks and changing priorities with attention to detail.
• Ability to develop, understand, interpret, and apply rules, policies, and procedures operations.
• Ability to prepare budget documentation and to monitor expenditures to implement fiscal control and maintain budget compliance.
• Ability to meet Quality Assurance Requirements and other key performance metrics for the call center operations.

Conditions of employment:

• Must pass a drug test, criminal history background check, employment history verification, and social security number verification.

Environmental Factors and Conditions/Physical Requirements

Safety:

• Ensure equipment is in safe operating condition; perform preventive maintenance on tools and equipment, as appropriate and/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:

• Safety Sensitive (Subject to random drug testing): No
• Tools/Equipment Used: Standard office equipment, including computer and peripherals, internet access to access 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 pound)s.
• Animal Services - Works in an office setting, and with and around animals (including diseased, injured and/or potentially aggressive animals); occasional exposure to increment 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 for this position. 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.