Customer Service Analyst (Pet Retention) at Hillsborough… · Tampa

Job Overview

Performs front-line customer service duties with heavy emphasis on problem-solving, networking with community partners to provide solutions. This position is responsible for providing options to the public who wish to relinquish pets while maintaining a positive and non-judgmental attitude, as well as the evaluation and processing of animals into the shelter system. Position works in an Animal Intake Office with face to face, phone, and computer interactions with customers facing sometimes difficult pet ownership situations. Advises the public on and utilizes a combination of social services and available resources and tools to help resolve customer issues and offer solutions for customers to keep their pet at home instead of relinquishing him/her to the shelter. 

Starting Salary

$36,732 - $47,756

Benefits

Click HERE to view our Benefits at a glance.

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. 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. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

• Schedules services and/or appointments with pet owners based on set parameters. Communicates with internal/external agencies to arrange assistance to resolve customer needs or solutions. 
• Makes initial assessment of animals to determine the needs of pet owners for rehoming, housing, a medical evaluation and/or any other assistance required in order to keep pets at home; as well as knowing the urgency of required assistance through knowledge and interaction with the pet owner. Handles pet owner information discreetly. 
• Develops action plans daily to assist disadvantaged pet owners on resolving their issues and retaining ownership of their animals through available assistance programs and improving community pet ownership. 
• Develops community partnerships with agencies that may be able to provide items or services needed to assist pet owners in the community. 
• Establishes and updates customer files for each case. Inputs records, makes notes, and creates files for each pet/customer. Reports any issues to supervisor/manager that could impact the quality of services to our customers.
• Ensures a safe and clean environment within the Pet Resource Center. 
• Interact with, train, and engage volunteers on customer service best practices, procedures, and guidelines. 
• Assists with restraining animals during medical intake occasionally. May help with evaluating animals for admission through medical and temperament screening. 
• Resolves issues that require in-depth investigations and diplomacy to prevent or stop escalation. 
• Follows up with customers, operations teams, and management to provide updates, notification of trends, or guidance, and request information or feedback. 

• Coordinates with other departments (internal and external) or service providers to verify information and to obtain or share documentation. 

   

• Provides customer service support or related duties when required by the Office of Emergency Management.     
• Performs other related duties as required.

Job Specifications

• Skill in counseling others and using community resources and educational tools to improve pet ownership. 
• Skill in the application of crisis intervention techniques. 

• Skill in the use of service-oriented phrases and techniques to achieve resolution. 

   

• Skill in interviewing, in a conversational manner, citizens to help identify needs and deficiencies. 
• Ability to work effectively with others. 
• Ability to collect, organize, and evaluate data and to develop logical conclusions. 
• Ability to work under stressful conditions. 
• Knowledge and understanding of policy implications and an understanding of the impact on the County. 

• Ability to evaluate information and use good judgment in complex circumstances to determine best course of action. 

   

• Knowledge of standard customer service best practices. Demonstrates exemplary customer service skills and etiquette while communicating with customers both verbally and in writing. 
• Ability to use computers and software to enter data quickly and accurately.
• Makes sound decisions that align with organizational strategies and values that fall within established procedures or processes. 

Physical Requirements

• Other work is both indoors and outdoors in varying temperatures and climates with animals of varying temperament in noisy conditions. 
• Must be able to move intermittently throughout the day, proper body mechanics required - bending, stooping, turning, stretching, reaching above the shoulders, and occasionally lifting involved.
• Occasionally will need to be able to handle animals weighing up to 50-100 pounds.

Work Category

• Sedentary Work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. 

Minimum Qualifications Required

• Graduation from high school or possession of a GED certificate; AND
• Three years as a customer service representative in a front-facing position or intake area; OR
• An equivalent combination of education, training, and experience that would reasonably be expected to provide the job-related competencies noted above.

Emergency Management Responsibilities

In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, the County’s Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.

Additional Job Requirements

A department, depending on the nature of its mission and operations, may require that employees in all or certain positions in this job classification:

1. Maintain the ability to pass the background checks required for the position. These background checks may include but are not limited to:

• Criminal History Background Check using Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS)
• Level 1 and Level 2 Background screening (Ch. 435 Florida Statutes)
• Child Abuse, Abandonment and Neglect Record Check using the State Automated Child Welfare Information System (SACWIS)
• Sex Offender and Sexual Predator record check using the list maintained by the Florida Department of Law Enforcement (FDLE)

2. Possess the necessary job-related license(s) or certification(s) that may include possession of a Florida Driver License (Class E) or an applicable Commercial Driver License (CDL)