Customer Service Representative - Part Time - Animal Services

City of Denton•Denton, TX

22h•Onsite

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, and assisting with interdepartmental functions. For Animal Services, responsibilities include processing customer requests related to pets, monitoring the department's Outlook inbox, ensuring accurate database entries, completing adoption/surrender documentation, and entering service requests into the Police Department CAD system. The position also involves receiving and accounting for monies related to adoptions, reclaims, and donations.

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 and evaluate options and implement solutions.
Skill at an intermediate level, working with Microsoft Office 365, and other software systems to complete work.
Skill in interpersonal relationships, including using tact, patience, and courtesy.
Skill in providing exceptional service to internal and external customers.
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 be flexible and adaptable to changing work environment to facilitate/accomplish needed activities.
Ability to document all adjustments necessary and approved to complete the project.
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.
Keep accurate records and update personal data on accounts in the billing system, as needed.
Process commercial account set ups; validate Tax IDs.
Assist with projects and performs back-office assignments, as needed.
Assist peers with questions, errors, and escalated customer issues.
Process internal and external customer requests for Animal Services, including pet inquiries, adoption, volunteering, surrendering, reclaiming, lost/found pets, and quarantined animals.
Monitor department Outlook inbox and respond to inquiries per department policies.
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 Police Department Computer Aided Dispatch (CAD) system.
Receive, maintain, and account for adoption, reclaims and donation monies; provide payment receipts.