$32.03-$38.94 Hourly / $5,551.00-$6,749.00 Monthly / $66,612.00-$80,990.00 Yearly
According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this class and are not intended to be an inclusive list.
1. Plans, directs and oversees the customer service office operations of the Animal Care and Control Department: ensures that the public is courteously and effectively assisted at the shelter when requesting information, as well as when surrendering, adopting and/or redeeming domestic animals, in accordance with animal control laws and departmental procedures; ensures that clear and accurate information is provided, both in the shelter office and on the telephone, to members of the public and that animal-related laws and departmental procedures are clearly explained.
2. Ensures and monitors the provision of information and assistance to members of the public who are relinquishing animals or in search of lost or adoptable pets; educates the public about animal issues and responsible pet ownership and promotes a humane and caring attitude towards animals; answers questions and resolves problems, including those involving hostile, irate or distressed members of the general public in a tactful and effective manner; interprets and explains city ordinances and laws, procedures and policies to subordinate staff and the public both verbally and in writing; and revises and produces institutional and informational forms for shelter programs and service areas.
3. Assesses productivity, sets goals and establishes work-related priorities for Shelter Office Division; identifies and implements solutions to problems which develop in office and customer service operations; assists in the development of policies and procedures for the Division; and coordinates work with other divisions.
4. Schedules, assigns, and oversees the work of assigned staff; trains, evaluates, counsels and disciplines staff; promotes a humane and caring attitude towards animals; completes and presents performance appraisals; and facilitates bi-weekly Shelter Office meetings.
5. Establishes and maintains contacts with other City departments, SPCA and other outside groups and agencies in relation to the functions of the Shelter Office Division.
6. Ensures preparation and maintenance of accurate and legible files and records; uses a computer to input, update and access information regarding shelter animals and to produce written documents.
7. Supervises the issuance of dog licenses and citations and the collection of fees; oversees daily reconciliation of receipts for accounting purposes.
8. Ensures availability of office supplies and equipment, and adequate supply of booklets, information sheets and other printed information for the public; orders supplies and equipment; ensures that all office equipment is kept in good working order and arranges for repair of office equipment; and maintains contacts with outside vendors.
9. Receives, records and relays requests for services from the public to appropriate personnel or division; may use a two-way radio to communicate with personnel in the field.
10. Participates in management functions, including weekly management team meetings, special events and representing the department in the media if needed.
Knowledge of: principles and practices of supervising, training and evaluating staff; standard office and customer service practices and procedures.
Ability to: plan, direct, schedule and oversee the operation of the Shelter Office Division; assess productivity and set goals for the Division; coordinate work with other divisions; supervise, evaluate, train, counsel and discipline assigned personnel in the performance of customer service and standard office procedures; effectively prioritize multiple tasks for self and others; work effectively under pressure; use good judgement and maintain composure in difficult and/or sensitive situations; respect right of privacy, maintain confidentiality and exercise tact and sensitivity; learn laws and regulations governing the licensing, quarantining, impounding, care and disposal of animals; learn animal shelter procedures; learn physical and behavioral characteristics of different species and breeds of animals; analyze information in order to identify and implement solutions to problems which develop in the shelter office and in the deliverry of customer service, and to assist in the development of policies and procedures to address these issues; deal courteously and effectively with representatives of other departments and agencies, vendors, staff and members of the general public from a variety of cultural and socioeconomic backgrounds, including individuals who may be angry, hostile or distraught and/or in violation of the law; remain calm and impartial in frustrating and/or confrontational situations; maintain effective, cooperative and professional working relationships; speak clearly and effectively in order to give instructions and communicate work-related information to individuals and groups in a manner that is appropriate to the audience; listen and effectively elicit information; prepare clear and effective written instructions, memos, correspondence and reports; operate radio equipment in conformance with FCC regulations regarding law enforcement agencies; use a computer to access, input and retrieve work-related information and to prepare written documents; make basic arithmetic computations in order to reconcile daily receipts for accounting purposes.
Three years experience providing customer services and information in an animal care and control operation or a related animal welfare/protection facility, including one year training and supervising the work of staff.
Substitution: Two years experience providing extensive face-to-face customer service in an office or facility other than an animal care and control or animal welfare/protection facility may be substituted for one year of non-supervisory experience in 1 above.