Customer Service Representative - Animal Services

City of Denton • Denton, TX

4d • Hybrid

About The Position

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. This role involves handling heavy phone traffic, performing routine office duties, processing payments, assisting with interdepartmental functions, and managing customer interactions related to animal services such as adoptions, volunteering, and reporting animal-related issues. The position also requires accurate data entry into various systems and databases.

Requirements

• High School diploma or equivalent
• One (1) year customer service experience
• Six (6) months of cash handling experience
• 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.
• Must pass a drug test, criminal history background check, employment history verification, and social security number verification.

Nice To Haves

• Any combination of related education, experience, certifications, and licenses that will result in a candidate successfully performing the essential functions of the job.

Responsibilities

• Handle heavy phone traffic for departments Citywide.
• Perform routine office duties, including providing phone, electronic and face-to-face support to customers.
• Appropriately direct internal and external customers.
• Process drop box payments, post payments, and handle incoming and outgoing mail.
• Assist with interdepartmental cash and reporting/tracking functions.
• Receive, maintain, and account for monies and provide payment receipts; ensure compliance with cash handling policies.
• Account for and balance cash drawer daily, prepare daily deposit for the bank, and keep accurate records.
• Update personal data on accounts in the billing system as needed.
• Process commercial account set ups and validate Tax IDs.
• Assist with projects and perform back-office assignments as needed.
• Assist peers with questions, errors, and escalated customer issues.
• Process internal and external customer requests related to animal services, including pet inquiries, adoption, volunteering, surrendering, and/or reclaiming a pet, lost or found pet, and quarantined animals.
• Monitor department Outlook inbox and respond to inquiries per department policies and/or procedures.
• Ensure accurate entries are made in the PetPoint database management system and Petfinder website.
• Complete adoptions, surrenders, reclaims, registrations, and bite reports documentation.
• Ensure accurate service requests are entered into the Police Department Computer Aided Dispatch (CAD) system for animal-related issues.
• Receive, maintain, and account for adoption, reclaims and donation monies; provide payment receipts.

Benefits

• Medical, dental, vision, coverage in addition to life and disability insurance plans
• Employee Health Clinic
• Paid Vacation Days and Paid Holidays
• Retirement Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED