Animal Services Customer Experience Representative

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Animal Services Customer Experience Representative

Market Range:

MR10

Approved Date:

7/11/2022 2:38:30 PM

FLSA:

Non-Exempt

EEO Code:

ADMINISTRATIVE SUPPORT

Career Level:

C1

Career Level Description:

Core Services Level 1

Job Code:

100864

Job Family:

General Management

Sub Family:

Customer Service

Primary Purpose

Provides customer service to citizens of Wake County and programs at the Animal Center. Services include assisting customers with specific regular services (including handling of incoming and outgoing animals), requesting and processing customer information, taking payments or providing information regarding regularly performed Wake County Animal Center activities.  Service also includes discussing general pet care, pet care options and handling typical shelter animals, including dogs, cats and little critters.

•

Completes routine office forms and records. Records intake information; enters customer data in system; records payments; cancels or updates accounts. Maintains records of customer interactions or transactions recording details of inquires.

1

40%

•

Greets persons entering Animal Center, determines nature and purpose of visit, and directs or escorts them to specific designations. Responds to requests for general information regarding regularly performed County activities or refers to the appropriate area.

2

25%

•

Answers calls and emails. Responds to inquiries from customers, both internally and externally. Responds to service requests, schedules appointments, provides general information or directs requests to the appropriate area. Processes mail. Performs routine word processing and scanning. Copies, compiles, sorts and files information.

3

25%

•

Handles incoming animals including leashing, placing in carriers and transporting them to the intake area. Ensures safety of animals and visitors in the lobby.

4

10%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Additional duties as assigned.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

C1

Career Level Description:

Core Services Level 1

•

Works to deliver day-to-day objectives with some impact on achievement of the Work Group results.

•

Work follows defined standard procedures and consists of tasks that are routine.

•

Work is closely supervised.

•

Responsible for checking data and information when minor changes may be required based on review.

•

Follows a well-established and familiar set of activities and/or processes to derive a solution.

•

Communicates within and outside the immediate team to obtain and provide basic information.

•

N/A – Jobs at this level are focused on self-development.

•

Requires limited job knowledge of systems and procedures. Follows basic work routines and standards.

Qualifications

•

High school diploma or GED

•

Six months of job-related experience

•

•

2 Years

Cash Handling Experience

And

•

2 Years

Customer Service Experience

•

Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

•

Managing one's own time to accomplish assigned tasks and shared responsibilities.

•

Actively looking for ways to help people.

•

Familiarity with the care and humane handling of shelter animals, including dogs, cats and little critters.

•

Excellent oral and written communication skills.

•

Basic computer skills and knowledge, including Microsoft Word and Excel.

•

Knowledge of animal behavior and response to human interactions; individual differences within species;  understanding and identifying normal and abnormal behavior, including fearful, animals under stress and stereotypical behavior.

•

Strong interpersonal skills – outgoing, patient, professional, and able to get along well with variety of people.

•

Ability to solve basic problems considering the full range of options to find solutions and makes decisions to resolve the situation.

•

Skill in communication and customer service to provide customers with accurate, consistent, and timely responses 

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Adaptability & Flexibility

Changes behavioral style or method of approach when necessary to achieve a goal; adjusts style as appropriate to the needs of the situation. Responds to change with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Initiative

Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect.  Considers and responds appropriately to the needs and feelings of different people in different situations.  Perceives, assesses, and positively influences one's own and other individuals’ emotions.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

All Others

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

High Stress Situations

X

Dangerous Situations

X

Emergency Situations

X

Incarcerated Individuals

X

Combative Individuals

X

Animals

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply routine verbal and/or written instructions

Organization

Organize actions to complete sequential and/or routine tasks

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X

Extreme Darkness

X

Extreme Brightness

X

Radiation

X

Chemicals/Hazardous Waste

X

Gases/Gas Leaks

X

Electrical Hazards

X

Acidid or Harsh Substances

X

Infectious Bacteria/Viruses

X

Infectious Diseases

X

Blood-Borne Pathogens

X

Fumes/Airborne Particles

X

Allergens (variety)

X

Confined Spaces

X

High or Precarious Places

X

Ladders/Step Stools

X

Moving Mechanical Parts

X

Operating Vehicle

X

Operating Light Equipment

X

Operating Heavy Equipment

X