Pet Licensing & Customer Service Supervisor

King County•Kent, WA

8d•Onsite

About The Position

This position is only open to current King County employees. The Regional Animal Services of King County (RASKC) is searching for their next Pet Licensing and Customer Service Supervisor! As the Pet Licensing & Customer Service Supervisor you will supervise, coordinate, and evaluate the daily operations of pet licensing, the animal control call center, customer service, and functions may include front counter duties for RASKC. This position oversees staff responsible for pet licensing, animal control call center, customer inquiries, licensing compliance support, financial transactions, pet licensing marketing and promotion, and public-facing administrative services. This position ensures exceptional customer service, operational efficiency, regulatory compliance, and accurate processing of licensing and revenue functions while supporting the mission of helping people and pets. The incumbent supervises assigned staff, develops work processes, monitors performance metrics, resolves escalated customer concerns, and collaborates with shelter, field, veterinary, and administrative teams. The Records and Licensing Services Division (RALS) is a division of the Department of Executive Services. RALS operates within a statutory framework that is prescribed by state law and county code. Many of the services administered by the division are mandated by state law, and are provided in King County on a regional basis across jurisdictional boundaries. RALS also provides certain local services to unincorporated King County and by contract with many local municipalities throughout King County. In addition, RALS is responsible for providing internal services that are necessary for purposes of business efficiency and meeting various legal responsibilities. RALS is responsible for: Recording documents related to real property sales and other transactions and making them accessible for members of the public, businesses, and other government agencies. Collecting and dispersing real estate excise tax payments on the conveyance of real property in King County. Providing licensing and information services and promoting public safety by administering and enforcing vehicle and vessel licensing and taxi and transportation network company (TNC) regulations. Providing internal mail services and physical and electronic records management services to all county agencies. Providing animal care and control services for the protection of property, human health, and safety and promoting responsible pet ownership and animal welfare through education and licensing programs via public and private sector partnerships. RALS is committed to service excellence and building an enduring legacy through continuous improvement. RALS uses Lean practices to improve our operations, programs, public and internal services, and employee safety. We accomplish this through an equity lens, creating a learning environment, and employee engagement.

Requirements

Principles and practices of supervision, coaching, and employee development.
Customer service best practices and conflict resolution techniques.
Cash handling, receipting, and financial accountability procedures.
Public sector customer service and administrative operations.
Pet licensing laws, ordinances, and compliance practices.
Applicable software, databases, and records management systems.
Principles of equity, inclusion, and respectful public service.
Supervising, motivating, and developing staff.
Managing multiple priorities in a fast-paced environment.
Communicating effectively verbally and in writing.
Resolving customer concerns professionally and tactfully.
Reviewing records and maintaining accuracy and attention to detail.
Analyzing operational issues and implementing improvements.
Exercise sound judgment and independent decision-making.
Build collaborative working relationships across teams.
Handle stressful or emotionally charged situations professionally.
Interpret and apply policies, procedures, and regulations.
Maintain confidentiality and professionalism.
Promote a positive, solutions-oriented workplace culture.

Responsibilities

Supervise, assign, train, coach, and evaluate staff engaged in pet licensing and customer service operations.
Establish performance expectations and provide ongoing coaching, feedback, and corrective action when necessary.
Develop staff schedules and ensure adequate operational coverage.
Foster a respectful, collaborative, and customer-focused work environment.
Oversee pet licensing operations, including issuance, renewals, compliance support, exemptions, and records maintenance.
Ensure accurate processing of licenses, payments, refunds, and associated records.
Monitor licensing trends, performance measures, retention efforts, and outreach effectiveness.
Coordinate licensing communications including renewals, notices, reminders, and compliance-related correspondence.
Assist in implementation of licensing initiatives to improve compliance and customer participation.
Supervise and oversee daily operations of the Animal Control Call Center, ensuring timely, accurate, and professional handling of calls for service, complaints, licensing inquiries, animal welfare concerns, and general public requests.
Monitor call intake quality, customer service standards, and adherence to established protocols for call prioritization, dispatch coordination, and information gathering.
Ensure accurate documentation and entry of service requests, complaints, case information, and customer interactions into applicable systems.
Coordinate closely with field services supervisors, animal control staff, shelter operations, and veterinary personnel to support effective response to community concerns and operational needs.
Review trends, response demands, and service metrics to identify operational improvements, staffing needs, and customer service enhancements.
Resolve escalated or complex customer concerns involving animal control services, enforcement inquiries, and sensitive community issues.
Assist in developing and maintaining procedures, scripts, and training related to call-taking, customer interactions, and service request triage.
Ensure delivery of professional, compassionate, and responsive customer service to a diverse population.
Resolve complex or escalated customer complaints, concerns, and service issues.
Support customer interactions involving adoptions, redemptions, licensing, citations, and shelter-related inquiries.
Supervise customer support functions.
Ensure accurate cash handling, reconciliation, receipting, deposits, and financial documentation.
Monitor accuracy of databases, records systems, and customer information.
Maintain reports and operational metrics related to customer service and licensing activities.
Ensure compliance with applicable County policies, financial controls, public records requirements, and confidentiality standards.
Coordinate with animal control, shelter operations, veterinary staff, and external stakeholders to improve customer experience and service delivery.
Participate in outreach, community engagement, and licensing promotion efforts.
Assist in policy and procedure development and continuous process improvement initiatives.