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This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

Virginia Retirement System (VRS)
Language Incentive
Referral Bonus
Tuition Assistance Program

Description

The City of Richmond Office of Animal Care and Control seeks a dynamic, enthusiastic, and hardworking person to join its team as a Customer Service Technician (Adoption Coordinator). Primary duties include oversight of adoption process on all platforms - email, phone and in person, oversight assistance with all guest services, assistance in daily animal care operations, communication assistance with supporting veterinarians, record keeping, assistance with animal intake and assistance with volunteer communication and oversight. The selected candidate will join a dynamic team of individuals focused on providing excellent, prompt, and accurate service to both external and internal customers while achieving the city and department mission.

This position is designated as Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

Duties include but are not limited to

Greet and provide helpful, pleasant, and tailored customer service to all guests based on the reason for their visit. Answer the phone and respond to email inquiries in a timely manner.
Proactively solve customer problems as needed. Ensure proper safety policies and procedures are followed by guests.
Assist potential adopters in determining a good animal match. Oversee meeting process to ensure safety of animal and guests.
Review adoption applications.
Oversee adoption counseling.
Oversee adoption process via email, phone, and in-person.
Oversee meet-and-greets with shelter dog and any potential adopters’ dogs before adoption.
Assisting customers, departments, and employees by providing information, handling requests, explaining procedures, and researching and answering questions over the telephone, via email and in person.
Observing and complying with departmental policies and procedures, customer service quality standards, and compliance guidelines.
Performing office opening and closing responsibilities such as setting alarms and cash security.
Participating in ongoing training and cross-training opportunities; staying abreast of changes in the operations, policies and procedures of City departments that affect services provided.
As assigned, conducting training, and participating in other activities or tasks.

Qualifications, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE:

High School Diploma or GED
Two years of clerical or office support experience with animal adoption or outreach coordination
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

None

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some combination of the following):

English language and grammar
Standard office equipment such as multi-line phones, computers, copiers, fax machines, scanning machines, etc.
Software such as Microsoft Office Suite (Word, Excel, Outlook, etc.)
Basic arithmetic calculations and mathematics
Administrative and clerical procedures such as word processing, managing files and records, and designing forms
Office functions, clerical duties, and business principles

Skills (some combination of the following):

Entering data accurately
Maintaining confidentiality
Thinking critically to solve problems
Utilizing negotiation techniques and bringing others together to achieve positive business outcomes
Data entry
Customer service
Verbal and written communication

Abilities (some combination of the following):

Follow established procedures
Pay attention to detail
Work independently with little supervision
Work and support a team/staff
Multi-task
Management time
Use sound judgment and make important decisions
Work in a fast-paced environment

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly work with one's fingers, talk, hear, see, and use repetitive motions; frequently walk; and occasionally stoop, crouch, crawl, reach, stand, push, pull, lift, grasp, and feel. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary (exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects), but may differ based on area of focus. The working conditions may contain environmental hazards, depending on area of focus.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at Jessica.McKenzie@RVA.GOV.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

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