Lead Customer Care Representative (Administrative Assistant IV)

Lead Customer Care Representative For Animal Adoptions And Intake

Are you an enthusiastic individual looking for a career where you can make a difference in the lives of animals and the community? At the Fairfax County Department of Animal Services, we are committed to providing the highest quality of care to the animals in our care, while also working to tackle the root causes of animal homelessness in our community. We are hiring a Lead Customer Care Representative for animal adoptions and intake at our Lorton Campus! This position will provide you with the opportunity to connect with community members by providing counseling to pet owners and potential adopters, while serving as the subject matter expert for the customer care team.

Fairfax County Animal Services is the only open-access municipal shelter located in Fairfax and Lorton, Virginia. Our shelter has a live release rate of over 90% and we're very proud of our excellent volunteer and foster programs, compassionate staff, progressive sheltering policies and practices, and our wonderful animal-loving community.

Responsibilities include but not limited to :

• Assists the customer care team with questions and problem solving.
• Assists the Customer Care Manager with scheduling the customer care team and ensuring adequate staffing.
• Assists with the onboarding and training of new Customer Care staff and with ongoing coaching of Customer Care staff.
• Serves as Manager on Duty as needed
• Ensures that front desk staff documents and handouts are up to date and available for staff and customers. Maintains and files all paper records and scans records into the agency management software database as needed.
• Aids prospective adopters in the selection of a pet. Ensures notes in the agency management software database are shared with or used to screen potential adopters as appropriate. Screens potential adopters for compliance with department adoption policies and guidelines and processes adoptions.
• Redeems impounded animals to residents and verifies rabies inoculations and license requirements.
• Schedules appointments for residents wishing to surrender their pet. Provides counseling for pet owners who are surrendering their pet for a variety of reasons or offers resources to help keep pets in homes when possible.
• Greets and assists visitors to the facility. Receives, evaluates, and responds to inquiries via phone, e-mail, and in person. Collects money from the public at the counter for adoptions, redemptions, dog licenses, donations, and other County fees. Responsible for a small change fund. Creates accurate receipts in the agency management software database. Performs credit card transactions when requested. Compiles daily summary of receipts as directed for supervisor approval.
• Reviews lost and found reports and stray animal intakes to help match animals lost and found. Reviews animals in temporary custody of the County and follows up with the owners as appropriate.
• Reviews euthanasia lists for proper approval and researches stray information to ensure that every attempt has been made to locate an owner prior to disposition of the animal.
• Completion of other duties related to delivery of Department of Animal Services programs and services to the public including support of community outreach efforts by providing building coverage, operational support, and administrative assistance. Administrative support may include updating records, maintaining schedules or files, and providing information for reports for specialized programs or services including wellness, rabies, or microchip clinics.
• May perform other related duties to meet the ongoing business needs of the organization.

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian / Pacific Islander, Indo-European, and many others.) We encourage candidates who are bilingual in English and another language to apply for this opportunity.

This position performs in the assigned functional areas of general office administration, customer service, and / or reception / public contact.

Note : All DAS positions require flexibility, as they may involve working various shifts, including changes to shift days and times, as well as reassignment between departmental facilities and / or locations based on operational needs.

Salary : The salary offer will be in the minimum to midpoint ($49,589.49 to $66,119.25) of the advertised compensation range. Promotional rules apply for current Fairfax County Government and Fairfax County Public Schools employees.

Schedule : Schedule varies weekly. Shifts cover 9 a.m. 5 : 30 p.m., Sat Wed, and 9 a.m. 7 : 30 p.m. Thurs Fri. Subject to change. Weekend shifts are required.

Knowledge and understanding of the programs or activities of the unit served, as well as of the county and departmental administrative guides; Position may require knowledge of basic principles and methods of a technical or professional field. Math skills. Intermediate skills in use of applicable Microsoft Office Word. Intermediate skills in the use of applicable Microsoft Office Suite software; Intermediate skills in the use of agency specific software applications. Ability to communicate well through written and oral means. Ability to gather, integrate, and analyze simple data. Ability to establish and maintain effective working relationships with both external and internal contacts. Ability to maintain confidentiality and be sensitive to political issues.

Minimum qualifications : Any combination of education, experience and training equivalent to high school graduation and three years of experience providing administrative support in the assigned functional area(s). Certifications and licenses required : Valid Driver's License (Required at the time of application) Fear Free Shelter Certification (Required within 3 months, with recertification as required) Necessary special requirements : The appointee to the position will be required to complete a criminal background check and a driving record check to the satisfaction of the employer. Preferred qualifications :

Physical requirements :

Selection procedure : Panel interview and may include a practical exercise.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce. Reasonable accommodations are available to persons with disabilities during application and / or interview processes per the Americans with Disabilities Act. TTY 703-222-7314.