Customer Service Technician
Summary
| Title: | Customer Service Technician |
|---|---|
| ID: | 1523 |
| Department: | Animal Services |
| Salary Range: | Starting Salary $40,312.00 |
Description
HERNANDO COUNTY SHERIFF’S OFFICE
AL NIENHUIS, SHERIFF
JOB TITLE: CUSTOMER SERVICE TECHNICIAN
BUREAU: LAW ENFORCEMENT OPERATIONS
SUPERVISED BY: ANIMAL SERVICES SUPERVISOR
PAY GRADE: 11N CREATED: 11/10/2024
FLSA STATUS: NON – EXEMPT REVISED:
CHARACTERISTICS OF THE CLASS:
Under the direction of the Supervisor the Customer Service Technician performs various clerical duties, such as record keeping, report creation, and managing phone calls. In addition to administrative tasks, assists with animal intakes and actively works to reunite lost animals with their owners. This role requires strong organizational and communication skills, attention to detail, and a commitment to customer service and animal welfare.
[NOTE]: These examples are intended only as illustrations of the various types of work 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.
ESSENTIAL JOB FUNCTIONS:
- Perform clerical duties such as record keeping, creating reports, handling telephone calls, returning messages, composing correspondence, maintaining files, scanning documents, data entry, generate reports, sort and distribute shelter mail.
- Responsible for opening and closing the business office and service lobby.
- Assist with requests for information, referrals and/or process documentation from shelter visitors.
- Record and properly process all customer service requests. Research past service requests to determine previous history of same/similar service requests.
- Assist shelter staff in obtaining information from shelter software.
- Establish and maintain an effective working relationship with Animal Enforcement Officers.
- Assist with the intake of stray animals. Obtaining a photo and document description of the animal, including suspected breed. Check “Lost Pet” social media platforms for comparison to stray impounds. Make contact and facilitate reuniting with potential owners. Manage stray impounds (photo, description, location found) on the Animal Services social media platforms and missing pet websites. Assist with calls for lost pets.
- Maintain shelter records in shelter management software.
- Process animal redemptions. Research history of animals/owners, check current rabies vaccination and county license.
- Assist with collecting payment in the form of check, cash, and credit card. Assist with the collection of donations in the form of money or supplies.
- During an emergency, the Sheriff will determine who is considered an essential worker to maintain necessary operations of the animal shelter. This determination is subject to change based on the staffing and operational needs of the agency.
QUALIFICATIONS:
A. Training and Experience
- High School Diploma, GED or equivalent.
- Valid Florida Driver License which must be maintained throughout employment.
- One (1) year of clerical experience is preferred.
- Within six (6) months of employment, become a Notary Public.
B. Knowledge, Skills, and Abilities
- Knowledge of standard office procedures and customer service practices.
- Knowledge of Hernando County geography and the ability to read a map.
- Ability to work independently, without constant supervision.
- Ability to always use sound judgment and maintain emotional stability while dealing with high stress situations. Ability to always maintain a professional demeanor.
- Ability to maintain precise and detailed records of all activities.
- Ability to establish and maintain an effective working relationship with citizens, coworkers, volunteers, rescue groups, etc.
- Ability to effectively operate both shelter management software and commonly used office software and/or programs.
- Ability to communicate effectively orally or in writing.
- Ability to work in an environment that will contain animals, which may be aggressive and/or diseased. Work environment may contain fleas, ticks, and/or other parasites. Animal euthanasia and storage of deceased animals will occur in this work environment. The animal shelter participates in the local inmate work program and inmates will be on property and always supervised
- Ability to transport animals to various locations.
ESSENTIAL PHYSICAL SKILLS:
- Ability to lift and carry a minimum of 50 pounds.
- Ability to stretch, stoop, bend, kneel, reach and climb frequently.
- Ability to physically control highly active and/or aggressive animals, potentially weighing 80 pounds or more.
- Ability to sit and/or stand for long periods of time.
- Acceptable eyesight (with or without correction).
- Acceptable hearing (with or without hearing aid).
- Ability to safely operate a motor vehicle.
Equal Opportunity Employer
