Animal Care Customer Service Manager

JOB OPENING

CITY OF FARMINGTON

JOB POSITION #111: ANIMAL CARE CUSTOMER SERVICE MANAGER

NUMBER OF VACANCIES: 1

DEPARTMENT: Parks Recreation & Cultural Affairs

WORK LOCATION: Farmington Animal Shelter

HIRING RANGE: $43522.9560 to $67678.5047/Salary

PAY CLASS: J

DAYS WORKED: Varied

HOURS WORKED: Varied

TYPE OF POSITION: Regular Full-Time

APPLICATIONS WILL BE RECEIVED UNTIL: Until Filled First Review 2 Weeks

JOB DUTIES

PURPOSE:

Supports the organizational mission vision goals of the Farmington Regional Animal Shelter by ensuring efficient operation of front and back counter relations (including adoptions and admissions); providing training guidance and supervision of staff and volunteers providing exceptional customer service and ensuring a good impression for both customers and animals coming to the Farmington Regional Animal Shelter.

ESSENTIAL DUTIES:

Maintain customer services standards by organizing counter operations and procedures; ensuring that all records are entered promptly and correctly; maintaining computer software systems monitoring filing and archiving systems and updating as needed; ordering and acquisition of supplies; assigning and monitoring customer service and intake staff functions; ensuring that a neat professional and welcoming reception area greets each visitor; participate as needed to ensure smooth operation of counter areas.

Ensure outstanding customer service for all guests.

Facilitate animal adoptions by ensuring timely adoption application processing.

Maintains lost and found reports and records communication and attempts to reunite lost animals with owners.

Oversees the scheduling of public spay and neuter surgeries ensuring that protocols for program and scheduling are followed.

Plan and implement counter policies and procedures and ensure staff is advised of changes or updates.

Keep Animal Welfare Director informed by analyzing reports summarizing data and ensuring its accuracy; identifying trends or problems and solutions.

Maintain customer service staff by recruiting selecting orienting and training employees as well as volunteers.

Maintain customer service staff job results by coaching counseling and disciplining employees; planning monitoring and appraising job results.

Oversee and direct animal admission policies and procedures. Ensure that animals are correctly identified examined vaccinated and placed into appropriate holding areas.

Train and coach intake personal so that animals are in taken correctly and that records are correct. Also must ensure that intake procedures are efficient and safe for animals and kennel personnel.

SKILLS/QUALIFICATIONS

Minimum of 3 years of office experience with supervisory responsibilities.

Excellent communication skills both written and verbal and the ability to relate to the public via telephone email and face to face interaction.

Ability to handle difficult people and situations with respect calmness and courtesy.

Understanding of confidentiality and the ability to maintain it.

Ability to delegate.

Ability to manage staff and volunteers and create a dynamic and rewarding work environment for both.

Ability to create solid working relationships with different areas of the organization.

Hands on participation in all areas of customer service functions.

Training supervision performance reviews mentoring and disciplinary of staff and volunteers.

Developing policies and procedures with standards for execution and ensuring adherence to such.

Promoting efficient and cost effective customer service processes.

Supply Management.

Familiarity with multi-line phone systems Microsoft Office Excel and Internet.

Graduation from a college or university with an associates degree in public administration business management or a closely related field and three (3) years of related experience; or any equivalent combination of education and progressively responsible experience.

Valid New Mexico drivers license with acceptable driving record for the past three years or state of current residency.

Ability to type 70 wpm or at a rate sufficient to perform duties of job.

Ability to communicate effectively verbally and in writing.

Ability to operate tools and equipment listed.

Ability to work well under pressure and in stressful situations.

Extensive background checks required.

This position has the responsibility to participate in and comply with the Citys Environmental Health and Safety program.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar related or a logical assignment to the position.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar related or a logical assignment to the position.

This position is subject to the Citys Drug and Alcohol Free Workplace Program. This includes: pre-employment testing post-accident testing reasonable suspicion testing return-to-duty testing and follow-up testing.

TOOLS AND EQUIPMENT USED:

Personal computer including MS Word Excel and graphics software; mainframe computer terminal calculator typewriter copy and fax machine phone and automobile.

PHYSICAL DEMANDS:

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.

While performing the duties of this job the employee is frequently required to walk sit and talk or hear. The employee is frequently required to use hands to finger handle feel or operate objects tools or controls; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop kneel crouch or crawl.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT:

The noise level in the work environment is generally noisy.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER M/F/D/V.

Required Experience:

Manager