Animal Welfare Assistant Customer Service Coordinator

SALARY: up to $41000-$46500 annually

POSITION SUMMARY:

The Animal Welfare Assistant - Customer Service Coordinator focuses on office/business functions of the South Bend Animal Resource Center (SBARC) and works directly with the animals daily including potentially aggressive animals coming into the front office. Will also experience extensive animal handling daily and must maintain the office areas. When not working with the animals this individual will work with the public on issuing proper permits and intaking stray and surrendered animals. Additionally the individual answers incoming phone calls greets visitors and issues pet licenses. Strong customer service and interpersonal skills required as well as technical knowledge of computer programs such as the MS office Suite.

As a leader and employee of the City of South Bend you are called upon to serve in a manner that supports Our Core Values: Excellence Accountability Innovation Inclusion and Empowerment as you carry out our primary employee expectations: Champion Values & Organizational Pride Champion Operational Excellence Make Sound Decisions Embrace Coaching and Accountability Communicate with Excellence Value Diverse People and Perspectives Embrace Personal Development Exhibit a Positive Attitude and Own Your Health Wellness & Safety.

SUPERVISION EXERCISED:

Not applicable.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Works with a team focused on animal welfare and resources.

Acts as point of contact for the public for in-person phone and email requests and complaints.

Gathers information and routes public inquiries and concerns to the appropriate staff member including handling some inquiries independently.

Provides information answers questions and assists the public.

Manages processes and tasks aimed at gaining compliance with city ordinances and regulations.

Ensures compliance in all relevant processes.

Maintains complete and organized files in both digital and paper format and prepares accurate correspondence and reports in a timely manner.

Assists with required daily correspondence and manages incoming and outgoing mail for office.

Interprets and explains regulations policies and procedures.

Maintains clean and sanitary equipment in the shelter daily.

Handles and treats all species of animals in a humane manner.

Prepares reconciles and submits financial reports

Prepares and manages deposits reconciling funds received

Processes owner reclaims of animals

Manages incoming bite reports and complete follow-up as assigned

Manages license renewals and review processes

Responds to cruelty checks from outside animal welfare organizations

Assists public with lost/found animal reports

Initiates intake process for animals being dropped off or surrendered to SBARC

Maintains waiting area/lobby in clean and organized manner ensuring forms and materials are fully stocked and available to the public

Responds to Facebook messages

Manages SBARC document archiving

Monitors office supplies and notify Director/Assistant director as needed

NON-ESSENTIAL/MARGINAL FUNCTIONS:

Performs other duties throughout the building as requested by the Animal Resource Center Director. Such duties include but are not limited to the following:

Serves as the primary back-up for:

Provides back-up support to Volunteer Coordinator as assigned

Assists with daily cleaning needs such as cleaning kennels / cages or laundry as needed

Assists with letting animals outside and socializing as needed

Serves as the secondary back-up for:

Assists with administer afternoon medications food and water and required shelter rounds as needed.

EDUCATION / QUALIFICATIONS:

To perform this position successfully an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or equivalent education required.

Degree from accredited college or university desired.

At least one year of administrative support experience gained in a high-paced office environment is required.

Experience in office coordination a plus.

Experience in customer service a plus.

Experience in program implementation a plus.

An equivalent combination of education and experience that provides the required skills knowledge and abilities to successfully perform the essential functions of the position may be considered.

KNOWLEDGE SKILLS AND ABILITIES:

Knowledge of animal care and control.

Team player with the ability to work in a fast-paced and ever-changing environment.

Exceptional customer service skills with the ability to handle discourteous disgruntled or dissatisfied visitors to the shelter.

Experience in managing multiple projects simultaneously.

Experience using diplomacy conflict resolution techniques and facilitation skills.

Demonstrated experience following processes to achieve goals.

Experience maintaining a strong degree of confidentiality integrity and judgment.

Interpersonal communication skills to effectively communicate instructions procedures and processes to the public team members and to management.

Good written and verbal communication skills required for day-to-day functions.

Ability to read and write understand and interpret regulations and legislation.

Ability to work with all levels of staff and partners.

Ability to work weekends and holidays if/when necessary.

Knowledge and experience with Microsoft Word and Excel software.

Self-motivation and the ability to motivate others.

The ability to be a supportive and collaborative team player.

Bilingual candidates are encouraged to apply.

CERTIFICATES LICENSE REGISTRATION:

Valid Drivers license required.

EQUIPMENT:

Desktop and laptop computer telephone facsimile machine copier and cleaning tools.

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 sit and walk and talk or hear. The employee is occasionally required to walk use hands to fingers handle or feel objects tools or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required in this job include vision and the ability to adjust focus.

UNUSUAL DEMANDS:

Employee is subject to work beyond normal scheduled hours weekends and holidays and subject to emergency call back.

WORK ENVIRONMENT:

Work is performed in an office setting. The temperature in the work environment is moderate. The noise level in the work environment is usually quiet to moderate. The entire office is smoke-free.

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties responsibilities and skills required of personnel so classified. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time. The City of South Bend is an at will employer.

REQUIRED:

Pre-Employment Drug Screen

Employee Background Check

Equal Employment Opportunity Employer

Required Experience:

IC