Customer Service Manager
Customer Service Manager
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Job Description
Posting Date
08/15/25Application Deadline
08/22/25Pay Range
Anticipated Hiring Range: $70500 - $ 92996 annuallyFull Range: $70500 - $115500 annually
Salary offers are based on the candidates equivalent experience and internal equity with other employees within the same job classification. This position is not eligible for overtime compensation.
Job Type
UnclassifiedDepartment
Animal Care and ControlAbout the Position
The Customer Service Manager plays a vital role in advancing the mission of Maricopa County Animal Care and Control by leading the Customer Service Team and fostering collaboration across multiple departments. This position is responsible for overseeing and supporting customer service operations across multiple shelter locations ensuring a consistent and high-quality experience for the public. The ideal candidate will thrive in a fast-paced emotionally sensitive environment while managing staff overseeing the intake of stray and owner-surrendered animals processing lost and found reports and facilitating the reunification of pets with their owners. Come apply to one of the largest animal shelters in the nation and help us make a difference!
About Us
Maricopa County Animal Care & Control employees are committed to animal welfare and strengthening the human-animal bond in our community. We are always looking to add talented individuals to our team either at our West or East Valley Animal Care Center. As one of the nations largest open-admission shelters we work with our community to serve the animals and people of Maricopa County. Our adoptions shelters clinics and animal services officer teams learn first-hand about proper care for homeless and stray animals and work hard to help find them new homes.
Proud To Offer
- Work with a greater purpose
- Tuition reimbursement
- Exceptional work-life balance
- Opportunities for growth and development within Maricopa County
- Low-cost high-value healthcare for you and your qualifying dependents
- Child care benefits including access to our on-site center Maricopa County Kids Club dedicated to serving Maricopa County families exclusively
- Paid vacation sick time and parental leave
- Extensive wellness program including healthcare premium discounts
- Maricopa County participates in the Arizona State Retirement System. This defined retirement benefit requires a 12% monthly contribution rate and includes a 100% employer match on Day 1
- Learn more at Work With Us Maricopa County AZ
We Require
- Three years of experience managing customer service teams and operations in a high-traffic front counter setting ensuring exceptional in-person service
- Bachelors degree in public administration business administration or a related field required
- Job-related experience may substitute for the education qualifications on a year-for-year basis
We Also Value
- Experience with project management auditing and process improvement
- Four or more years of management or supervisory experience
Job Contributions
- Oversee customer service operations across multiple shelter locations. Create a high-performing team to ensure consistent service delivery and policy adherence. Model and reinforce professional empathetic communication and resolve escalated customer concerns
- Oversee and evaluate intake protocols for stray and owner-surrendered animals ensuring processes are efficient humane legally compliant and aligned with organizational goals. Identify opportunities to streamline workflows and reduce intake-related bottlenecks
- Manage and continuously improve the Shelter Diversion lost and found and Return-to-Owner (RTO) programs ensuring accurate reporting effective communication and timely reunification of pets with their owners
- Supervise support and evaluate Customer Service Team members across multiple locations including training scheduling daily oversight and performance management. Monitor team metrics to identify trends challenges workflow improvement and coaching opportunities
- Develop and implement performance metrics for all Customer Service Division functions and share with executive leadership to ensure efficient and effective operations
- Conduct special projects and prepare reports or studies as directed by the Chief Shelter Operations Officer and Deputy Director to support operational planning and improvement. Stay current on industry standards and best practices to inform recommendations and decision-making
- Oversee daily financial reconciliation processes including reviewing transactions for accuracy researching discrepancies and maintaining accurate records
- Collaborate with internal departments (e.g. Field Services Animal Care and Adoptions) to streamline operations and support cross-functional goals
- Maintain a safe organized and efficient work environment ensuring staff compliance with shelter protocols and customer service standards
- Perform other duties as assigned
Working Conditions
- Position is typically office or administrative work and is not substantially exposed to adverse environmental conditions
- This position works in a busy often noisy office setting within an animal shelter with close proximity to animals of all types
- Exposure to cleaning products used in animal shelters and the smells associated with animal housing
- While performing this jobs duties the employee is regularly required to sit for long periods and occasionally stand and walk on all types of surfaces sometimes slippery/or uneven and rough
- May be assigned to work at other shelter locations based on operational needs
Selection Procedure
Only the most qualified candidates will be considered
Consideration will only be given to candidates who submit online applications
Candidates will be contacted primarily through email and their Workday online application profile
Must pass a pre-employment background and/or fingerprint investigation as required by statute or policy including drug and alcohol testing requirements for positions designated as safety-sensitive
Maricopa County is an equal opportunity employer.
Apply Now!
Required Experience:
Manager
Employment Type
Full-Time
