Animal Shelter Customer Service Representative Temporary

Position Description

The Seattle Animal Shelter (SAS) is seeking a compassionate, team-oriented, and dedicated Customer Service Representative s (CSRs) to join our team in a temporary role. SAS promotes public safety and animal welfare by enforcing the Seattle Municipal Code regarding animals, provides animal sheltering and adoption programs, manages a veterinary services program, and is supported by a large network of volunteers and foster parents.

The CSR team includes four staff and is central to shelter functions. They are often the first people customers encounter when accessing shelter services. CSRs manage our payment processes and administrative tasks, answer general questions from the public, and fulfill pet licensing duties.

This is a non-benefited temporary assignment expected to last approximately six months. About Us The Department of Finance and Administrative Services (FAS) is often the public’s first interaction with the City of Seattle, operating as a customer-focused front door that assists with everything from paying utilities or reporting a pothole to requesting public information or even adopting a new pet.

The 500-plus employees of FAS span across 10 divisions and work behind-the-scenes providing critical functions, like managing 120 City facilities—including police and fire stations—overseeing the City’s neighborhood customer service centers and Customer Service Bureau and making sure minority-owned businesses can equitably compete for City contracts. No matter the need, FAS is here—at your service.

Job Responsibilities

• Answer a high volume of telephone calls, emails, and online customer service requests and provide information about the Seattle Animal Shelter.
• Issue, renew and cancel pet licenses, resolve complex licensing/data/payment issues, and help customers navigate the online licensing portal.
• Process payments via phone, over the counter, by USPS mail and email.
• Process and prepare daily cash deposits.
• Maintain the PetPoint database by merging duplicate accounts, updating customer contact information, and providing user access to staff and volunteers.
• Sort, log and distribute incoming and outgoing mail.
• Assist with research, coordination, and response to Public Disclosure requests.
• Maintain digital and hard copy files in accordance with the shelter’s retention schedule.

Qualifications Minimum Qualifications : One (1) year of administrative experience involving customer service with public contact.

(Or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class.) The Most Successful Candidates Will Possess The Following

• A commitment to excellent customer service and equitable treatment of community members.
• Strong organizational skills.
• Excellent written and verbal communication.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Ability to interpret and apply City ordinance and rules.
• Ability to work with a diverse customer base, including angry and hostile customers.
• Willingness to work in proximity with and learn about different animal species (both domestic and wild) including dogs, cats, livestock, reptiles, birds, and rodents.
• Experience working with animals or providing administrative support at an animal business.
• Training and/or experience with de-escalation and conflict resolution techniques when working with challenging customers.
• Familiarity with PetPoint.
• Bi or multilingual.

Work Environment This position requires to be onsite at the Seattle Animal Shelter. Alternative Work Arrangements and hybrid telework schedules for work conducted in a normal office environment may be considered and will be based on operational needs and consistency with FAS policies.

Note

• Must be able to work near animals.
• Work is performed in a building that shelters animals and is often a busy and noisy environment.
• Availability for work on weekends and evenings is required.

Additional Information

This position is classified as a Customer Service Representative. It is Civil Service represented, FLSA non-exempt and is eligible for overtime. The full range for this step-progression position is $33.47 - $37.47 per hour.

Under the City’s Personnel Rules, all non-benefitted temporary assignments begin compensation at step 1. Employees receive premium pay in lieu of be…