Customer Service Analyst (Pet Resource Center)

BOCC Career Site

12d

About The Position

Performs front-line customer service duties with heavy emphasis on problem-solving, networking with community partners to provide solutions and advanced communication skills. This position is responsible for providing options to the public who wish to relinquish pets while maintaining a positive and non-judgmental attitude, as well as the evaluation and processing of animals into the shelter system. Position works in an Animal Intake Office with face to face, phone and computer interactions with customers facing sometimes difficult pet ownership situations. Advises the public on and utilizes a combination of social services and available resources and tools to help resolve customer issues and offer solutions for customers to keep their pet at home instead of relinquishing him/her to the shelter.

Requirements

Skill in counseling others and using community resources and educational tools to improve pet ownership.
Skill in the application of crisis intervention techniques.
Skill in the use of service-oriented phrases and techniques to achieve resolution.
Skill in listening actively to discern customers’ needs.
Skill in interviewing, in a conversational manner, citizens to help identify needs and deficiencies.
Ability to work effectively with others.
Ability to collect, organize and evaluate data and to develop logical conclusions.
Ability to work under stressful conditions.
Knowledge and understanding of policy implications and an understanding of the impact on the County.
Ability to evaluate information and use good judgment in complex circumstances to determine best course of action.
Knowledge of standard customer service best practices. Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing.
Ability to use computer and software to enter data quickly and accurately.
Makes sound decisions that align with organizational strategies and values that fall within established procedures or processes.
Graduation from high school or possession of a GED certificate; AND
Three years as a customer service representative in a front facing position or intake area; OR
An equivalent combination of education, training, and experience that would reasonably be expected to provide the job-related competencies noted above.
Maintain the ability to pass the background checks required for the position. These background checks may include but are not limited to:
Criminal History Background Check using Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS)
Level 1 and Level 2 Background screening (Ch. 435 Florida Statutes)
Child Abuse, Abandonment and Neglect Record Check using the State Automated Child Welfare Information System (SACWIS)
Sex Offender and Sexual Predator record check using the list maintained by the Florida Department of Law Enforcement (FDLE)
Possess the necessary job-related license(s) or certification(s) that may include possession of a Florida Driver License (Class E) or an applicable Commercial Driver License (CDL)

Responsibilities

Schedules services and/or appointments with pet owners based on set parameters. Communicates with internal / external agencies to arrange assistance to resolve customer needs or solutions.
Makes initial assessment of animals to determine the needs of pet owners for rehoming, housing, a medical evaluation and/or any other assistance required in order to keep pets at home; as well as knowing the urgency of required assistance through knowledge and interaction with the pet owner. Handles pet owner information discreetly.
Develops action plans daily to assist disadvantaged pet owners on resolving their issues and retaining ownership of their animals through available assistance programs and improving community pet ownership.
Develops community partnerships with agencies that may be able to provide items or services needed to assist pet owners in our community.
Establishes and updates customer files for each case. Inputs records, makes notes and creates files for each pet/customer. Reports any issues to supervisor/manager that could impact the quality of services to our customers.
Ensures a safe and clean environment within the Pet Resource Center.
Interact with, train and engage volunteers on customer service best practices, procedures, and guidelines.
Assists with restraining animals during medical intake occasionally. May help with evaluating animals for admission through medical and temperament screening.
Resolves issues that require in-depth investigations and diplomacy to prevent or stop escalation.
Follows up with customers, operations teams, and management to provide updates, notification of trends, or guidance, and request information or feedback.
Coordinates with other departments (internal and externally) or service providers to verify information and to obtain or share documentation.
Provides customer service support or related duties when required by the Office of Emergency Management.
Performs other related duties as required.