Customer Service Representative

Company: City of Seattle, WA
Location: Seattle
Posted on: November 22, 2021

Job Description:

Position Description Benefits Supplemental Questions The Seattle Animal Shelter (SAS) is seeking a compassionate, team-oriented, and dedicated Customer Service Representative (CSR) to join our team. SAS promotes public safety and animal welfare by enforcing the Seattle Municipal Code regarding animals, provides animal sheltering and adoption programs, manages a veterinary services program, and is supported by a large network of volunteers and foster parents. The CSR team includes five staff and is central to shelter functions. They are often the first people customers encounter when accessing shelter services. CSRs manager our payment processes and administrative tasks, answer general questions from the public, take animal control complaints, and fulfill pet licensing duties. FAS is the backbone of the City of Seattle and a dynamic organization comprised of sixteen divisions and 600+ employees that provides $200 million a year in services to the City through an exciting portfolio of lines of businesses. FAS is a collaborative workplace with collective accountability to promote equity, respect, civility, integrity, inclusiveness and fairness for all employees. Job Responsibilities: * Answer a high volume of telephone calls, emails, and online customer service requests and provide information and referrals regarding animals (both domestic and wild) and animal control in the City. * Issue, renew and cancel pet licenses, resolve complex licensing/data/payment issues, and help customers navigate the online licensing portal. * Process payments via phone, over the counter, by USPS mail and email. * Process and prepare daily cash deposits. * Receive and interpret complaints of Seattle Municipal Code violations and generate cases in PetPoint for investigation by the Field Services team. * Maintain the PetPoint database by merging duplicate accounts, updating customer contact information, and providing user access to staff and volunteers. * Create routine correspondence, including letters and reports. * Sort, log and distribute incoming and outgoing mail. * Assist with research, coordination, and response to Public Disclosure requests. * Maintain digital and hard copy files in accordance with the shelter's retention schedule. Qualifications: Minimum Qualifications: Requires a minimum of one (1) year of clerical experience involving customer service, public contact and/or experience in cashiering or other billing process. (Or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class). The most successful applicants will possess the following: * A commitment to excellent customer service and equitable treatment of community members * Strong organizational skills * Excellent written and verbal communication * Proficiency in Microsoft Word, Excel, and Outlook * Ability to interpret and apply City ordinance and rules * Ability to work with a diverse customer base, including angry and hostile customers * Willingness to work in proximity with and learn about different animal species (both domestic and wild) including dogs, cats, livestock, reptiles, birds, and rodents * Ability to independently make decisions regarding animal welfare * Experience working with animals or providing administrative support at an animal business * Experience responding to Public Disclosure Requests and/or with the Washington Public Records Act (PRA) * Training and/or experience with de-escalation and conflict resolution techniques when working with challenging customers * Familiarity with PetPoint * Bi or multilingual Additional Information: To Be Considered for This Position: Complete your NeoGov application and answer the supplemental questions. Attach a resume and cover letter indicating how you meet or exceed the job qualifications. Failure to do so will result in your application not being considered. Must be able to work near animals. Work is performed in a building that shelters animals and is often a busy and noisy environment. Availability for work on weekends, evenings and holidays is required. Employees of the City of Seattle enjoy competitive pay and comprehensive benefits package generous leave programs, and the satisfaction of doing work that helps make Seattle a great place to live, work, and play. Explore City of Seattle - Benefits at a Glance for more information. City of Seattle employees are required to be fully vaccinated against COVID-19. If hired, you will be required to submit proof of vaccination. Offers of employment are contingent on verification of information provided by the applicant as part of the application process, including a background check.

Keywords: City of Seattle, WA, Seattle , Customer Service Representative, Hospitality & Tourism , Seattle, Washington