Customer Care Representative (Administrative Assistant III)

Fairfax County•Fairfax (Ej13), VA

8h•Onsite

About The Position

Fairfax County Animal Services (FCAS) is hiring a Customer Care Representative to provide front-line customer service and administrative support at its animal shelter facilities. FCAS provides animal care, adoption and stray reunification services, animal control and public safety response, humane investigations, and community-based support to help pets remain safely with their families. The agency operates two open-access shelter campuses and serves approximately 4,000–5,000 animals each year. The representative greets and assists visitors; responds to inquiries by phone, email, and in person; supports prospective adopters; shares information about shelter services, animal care, and applicable laws and policies; and assists residents with pet surrenders, lost and found reports, and impounded animals. The role also involves maintaining shelter records, processing payments and receipts, and compiling receipt summaries. Employees may be reassigned to different department facilities or schedules according to operational needs. The schedule varies weekly and includes regular weekend shifts. The position may be assigned to facilities in Fairfax or Lorton, Virginia.

Requirements

High school graduation or equivalent combination of education, experience, and training.
Two years of experience providing administrative support in the assigned functional area(s), or an equivalent combination of education, experience, and training.
Driver's license.
Complete Fear Free Shelter Certification within three months.
Complete a criminal background check and driving record check to the employer’s satisfaction.
Ability to work a varied schedule, including early mornings, evenings, weekends, and occasionally holidays.
Ability to work indoors and outdoors in variable weather and to tolerate potential exposure to infectious diseases, viruses, noxious fumes, chemicals, allergens, wetness, and moisture.
Must not have animal or animal-supply allergies that impede working in an animal environment.
Ability to create materials and operate equipment necessary to complete work tasks.
Ability to engage with residents, businesses, visitors, staff, and volunteers in person, by email, and by phone.
Ability to maneuver safely in kennels, dog play yards, cat rooms, small-animal rooms, and off-site event locations.
Ability to walk, stand, sit, bend, kneel, stoop, crawl, and climb stairs for extended periods; lift, carry, and move up to 50 pounds; use hands to grasp, handle, and feel; and talk, see, and hear.
Ability to perform essential job functions, with reasonable accommodation considered on a case-by-case basis.

Nice To Haves

One year of experience working in an animal shelter, animal welfare organization, or veterinary practice.
Three years of customer service experience in a fast-paced environment, including handling customers in stressful or emotional situations.
Three years of experience answering telephone inquiries and greeting customers in a general reception area.
Three years of experience operating a cash drawer.
Understanding of progressive animal welfare best practices.
Proficiency with Microsoft programs and sheltering data management software.
Bilingual proficiency in English and another language is encouraged.

Responsibilities

Greet and assist shelter visitors.
Receive, evaluate, and respond to inquiries by phone, email, and in person.
Assist prospective adopters in selecting a pet.
Share information about shelter services and events and match services to residents’ needs.
Provide the public with information about animal behavior, pet care, leash laws, licensing, responsible pet ownership, and laws and policies concerning domestic and wild animals.
Schedule appointments for residents wishing to surrender pets.
Counsel pet owners surrendering animals and offer resources to help keep pets in their homes when possible.
Review lost-and-found reports and stray animal intakes to help reunite animals with owners.
Review animals in county temporary custody and follow up with owners as appropriate.
Redeem impounded animals to residents and verify rabies inoculations and licensing requirements.
Review euthanasia lists for proper approval and research stray-animal information to ensure attempts have been made to locate owners before disposition.
Maintain related records, including data entry in shelter management software.
Collect payments for adoptions, redemptions, dog licenses, donations, and other county fees; maintain a small change fund.
Create accurate receipts in the shelter management software database and process credit card transactions when requested.
Compile daily receipt summaries for supervisor approval.
Perform other related duties as needed to meet organizational business needs.
Work assigned shifts and at different department facilities as operational needs require.
Drive a personal or county vehicle for special events, outreach events, and travel between department facilities.
Deliver presentations and/or testify in person and virtually.