With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. At the City of Richmond, we understand that a diverse and inclusive workforce is essential for fostering creativity, enhancing problem-solving, and driving success. As an “Employer of Choice”, the City offers competitive compensation and benefits packages, ongoing learning and development opportunities, and a supportive and inclusive work environment. If working in this kind of organization inspires you, we encourage you to apply. Welcome aboard! … Are you Richmond R.E.A.D.Y?!

The City of Richmond Animal Care and Control is seeking dynamic, enthusiastic, and hardworking candidates for the Part-Time position of Customer Service Technician. The incumbent will be front-line customer service providing standard information, customer assistance, and revenue transaction processing by following prescribed procedures and instructions.

Key Responsibilities:

Manage the Lost & Found program, including correspondence with potential owners of lost pets and strays housed in the Shelter.
Photography of incoming animals and uploading to Shelterbuddy.
Assist with website animal descriptions.
Maintain paperwork flow and administration of systems at the front desk.
Provide oversight of the lobby organization.
Enter, review, and approve City pet licenses, breeder, and urban chicken permits into Shelterbuddy system.
Compile animal profiles/medical paperwork for off-site adoption events and off-site adoption locations.
Assist with intake vaccinations, behavior assessments, and supervise volunteers.
Shelterbuddy updates (medical, behavioral, physical traits, movements, etc.).
Contacting microchip companies when chipped animals are identified.

Duties include but are not limited to:

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.
Discussing and resolving problems and concerns.
Providing call center support and dispatching calls as assigned.
Performing customer service and revenue transaction processing tasks.
Performing basic clerical duties such as data entry, filing, and maintaining documents.
Observing and complying with departmental policies and procedures, customer service quality standards, and compliance guidelines.
Performing office opening and closing responsibilities.
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.
Conducting training and participating in other activities or tasks as assigned.

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.

Qualifications, Special Certifications, and Licenses:

Considerable knowledge of the area of focus, including customer service protocols and procedures, cash handling procedures, standard office protocols and procedures, basic clerical duties, and standard office equipment.
Demonstrated skills in customer service, problem-solving, researching, data entry, basic mathematics, telephone etiquette, effective oral/written and interpersonal communication, operating a variety of equipment such as a cash register, and computer proficiency including Microsoft Office Suite.
Demonstrated ability to multi-task, problem-solve, remain calm in stressful situations, defuse inflamed situations, and show empathy and compassion.

Minimum Training and Experience:

High School Diploma or GED
Two years of customer service experience such as collecting and processing payments, researching billing information, or providing direct customer service
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 required.