Lead Customer Care Representative (Administrative Assistant IV)

Lead Customer Care Representative

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.

Illustrative Duties (The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position job description.)

General Financial Duties Uses existing spreadsheets and databases to interpret and organize resource information; Provides customized reports to analysts or others in the unit.

Scheduling & Coordinating for others Makes complex scheduling arrangements involving multiple parties, including informing all relevant parties; Independently makes and cancels meetings depending on the subject and attendees; Determines what confidential information can be disseminated and to whom;

Communication Independently composes original correspondence (e.g., preparation of replies to non-technical requests) for the executive / work unit head's review and signature; Coordinates data collection and provides information to others including executive / work unit head; Explains policies of the functional area (e.g., purchasing, travel, and leave).

Office Management Performs / supervises several administrative functions (e.g., records management, reception); Manages a small work unit; Analyzes short-term administrative needs of the unit (e.g., status of supplies and equipment, determining if work order is needed); Notifies relevant individuals of work progress and inquires as to its status.

General Administrative Develops filing systems (paper and / or electronic); Develops internal mailing processes and procedures; Prepares non-routine responses to correspondence; May supervise general administrative functions.

Receptionist / Public Contact Oversees or resolves non-routine / difficult situations based on knowledge and interpretation of established policies & procedures; Interprets county rules & regulations to employees, management, and the public using discretion as to proper application.

Word Processing / Typing Serves as unit expert or lead over other clerical / administrative positions.

Information Systems / Software Develops macros; Creates and maintains databases; Generates unique reports; Reports Prepares routine reports and statistics based on information compiled from various sources; Determines report format and elements.

Required Knowledge Skills and Abilities (The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

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 Basic math skills.

Word Processing / Typing Intermediate skills in use of applicable Microsoft Office Word.

PC Skills Intermediate skills in the use of applicable Microsoft Office Suite software; Intermediate skills in the use of agency specific software applications.

Communication Ability to communicate well through written and oral means.

Information Abilities Ability to gather, integrate, and analyze simple data.

Interpersonal Abilities Ability to establish and maintain effective working relationships with both external and internal contacts.

Executive Assistance Ability to maintain confidentiality and be sensitive to political issues.

Employment Standards 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 : + A minimum of two years of supervisory experience. + A minimum of two years of experience working in an animal shelter, animal welfare organization, or veterinary practice. + Experience providing customer service experience in a fast-paced environment including experience handling customers in stressful or emotional situations. + Experience answering telephone inquiries and greeting customers in a general reception area. + Experience operating a cash drawer. + Demonstrates an understanding of progressive animal welfare best practices. + Experience using Microsoft programs and Sheltering data management software.

PHYSICAL REQUIREMENTS : + Ability to work a varied schedule, including early mornings, evenings, weekends, and occasionally holidays. + Ability to work outdoors as well as indoors and be subject to variable weather conditions and exposure to potentially infectious diseases, viruses, noxious fumes and chemicals or allergies, as well as wetness and moisture. Must not have allergies to animals or animal supplies (ex : hay, peanut butter, etc.) that will impede working in an animal environment. + Create materials and operate equipment necessary to complete work tasks. + Drive personal or county vehicle for special