Customer Service Specialist - WCRAS

About the Department

Position Duties

• Respond to incoming phone calls, emails, and website chat messages in a timely, courteous, and professional manner Provide accurate information regarding animal services, shelter programs, adoption procedures, licensing, lost and found pets, community resources, and other shelter-related programming Provide compassionate assistance to community members who may be experiencing stressful or emotional situations involving pets Assist community members with reporting lost or found pets and offer guidance on available reunification resources Support adoption and foster inquiries by providing information on available pets, program requirements, and next steps Monitor and respond to website chat platforms during assigned hours to provide real-time customer service support Triage customer inquiries and route calls or messages to the appropriate staff or department when necessary Document customer interactions and service requests in the designated management system Escalate complex or sensitive situations to the Animal Services Supervisor when appropriate Maintain clear and consistent communication with internal staff to ensure efficient resolution of inquiries Collaborate with shelter staff to help foster a positive and cooperative relationship between the organization and the community Maintain current knowledge of shelter policies, procedures, and programs Support the shelter’s lifesaving mission by promoting positive public engagement and encouraging collaboration between community members and the shelter Perform other administrative or customer service duties as assigned ORGANIZATION RELATIONSHIPS Reports directly to – Animal Services Supervisor Direct Reports – No PHYSICAL DEMANDS Position involves prolonged standing, walking, twisting, bending, stooping, kneeling, reaching, pushing, pulling, and other fine motor repetitive motions? Position requires grasping, repetitive hand movement, and fine motor coordination? Position involves lifting and carrying of animals and equipment weighing up to fifty (50) pounds, or up to one hundred (100) pounds with assistance , and exertion of up to twenty-five (25) pounds of force to move objects? Position involves hearing and/or seeing alert cues regarding animal and staff security Position involves maintaining composure in a high-stress environment ENVIRONMENTAL FACTORS Work tasks are conducted indoors and outdoors? May work outside in inclement weather, including extreme heat, cold and wet conditions? Frequent handling of animals, including contact with waste and blood? Exposure to unpleasant smells and a noisy and wet environment associated with a shelter? Frequent exposure animals that are agitated or injured that may attempt to bite or scratch Position involves working in a high-volume, fast-paced environment Position involves working with distressed individuals IRREGULAR HOURS Flexibility to work evenings, weekends, and holidays is a schedule requirement May be deemed e ssential personnel for emergency situation s, at discretion of D irector The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. This job description is subject to change as the needs and requirements of the job change.
• Respond to incoming phone calls, emails, and website chat messages in a timely, courteous, and professional manner Provide accurate information regarding animal services, shelter programs, adoption procedures, licensing, lost and found pets, community resources, and other shelter-related programming Provide compassionate assistance to community members who may be experiencing stressful or emotional situations involving pets Assist community members with reporting lost or found pets and offer guidance on available reunification resources Support adoption and foster inquiries by providing information on available pets, program requirements, and next steps Monitor and respond to website chat platforms during assigned hours to provide real-time customer service support Triage customer inquiries and route calls or messages to the appropriate staff or department when necessary Document customer interactions and service requests in the designated management system Escalate complex or sensitive situations to the Animal Services Supervisor when appropriate Maintain clear and consistent communication with internal staff to ensure efficient resolution of inquiries Collaborate with shelter staff to help foster a positive and cooperative relationship between the organization and the community Maintain current knowledge of shelter policies, procedures, and programs Support the shelter’s lifesaving mission by promoting positive public engagement and encouraging collaboration between community members and the shelter Perform other administrative or customer service duties as assigned
• Respond to incoming phone calls, emails, and website chat messages in a timely, courteous, and professional manner
• Provide accurate information regarding animal services, shelter programs, adoption procedures, licensing, lost and found pets, community resources, and other shelter-related programming
• Provide compassionate assistance to community members who may be experiencing stressful or emotional situations involving pets
• Assist community members with reporting lost or found pets and offer guidance on available reunification resources
• Support adoption and foster inquiries by providing information on available pets, program requirements, and next steps
• Monitor and respond to website chat platforms during assigned hours to provide real-time customer service support
• Triage customer inquiries and route calls or messages to the appropriate staff or department when necessary
• Document customer interactions and service requests in the designated management system
• Escalate complex or sensitive situations to the Animal Services Supervisor when appropriate
• Maintain clear and consistent communication with internal staff to ensure efficient resolution of inquiries
• Collaborate with shelter staff to help foster a positive and cooperative relationship between the organization and the community
• Maintain current knowledge of shelter policies, procedures, and programs
• Support the shelter’s lifesaving mission by promoting positive public engagement and encouraging collaboration between community members and the shelter
• Perform other administrative or customer service duties as assigned
• ORGANIZATION RELATIONSHIPS
• Reports directly to – Animal Services Supervisor
• Direct Reports – No
• PHYSICAL DEMANDS
• Position involves prolonged standing, walking, twisting, bending, stooping, kneeling, reaching, pushing, pulling, and other fine motor repetitive motions?
• Position requires grasping, repetitive hand movement, and fine motor coordination?
• Position involves lifting and carrying of animals and equipment weighing up to fifty (50) pounds, or up to one hundred (100) pounds with assistance , and exertion of up to twenty-five (25) pounds of force to move objects?
• Position involves hearing and/or seeing alert cues regarding animal and staff security
• Position involves maintaining composure in a high-stress environment
• ENVIRONMENTAL FACTORS
• Work tasks are conducted indoors and outdoors?
• May work outside in inclement weather, including extreme heat, cold and wet conditions?
• Frequent handling of animals, including contact with waste and blood?
• Exposure to unpleasant smells and a noisy and wet environment associated with a shelter?
• Frequent exposure animals that are agitated or injured that may attempt to bite or scratch
• Position involves working in a high-volume, fast-paced environment
• Position involves working with distressed individuals
• IRREGULAR HOURS
• Flexibility to work evenings, weekends, and holidays is a schedule requirement
• May be deemed e ssential personnel for emergency situation s, at discretion of D irector
• The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. This job description is subject to change as the needs and requirements of the job change.

Minimum Qualifications

• High school diploma or equivalent One (1) year previous experience in customer service, call centers, or public-facing roles Knowledge of Microsoft Suite and industry related technology LICENSES AND CERTIFICATIONS Required within thirty (30) days of employment Valid driver’s license PREFERRED QUALIFICATIONS Experienceworking or volunteering with animal welfare organizations ? Bilingual (Spanish) EMPLOYMENT TESTING Employment is contingent on passing any post-offer pre-employment screening as listed below: Criminal background check: Yes Motor Vehicle Record check: Yes Drug screening: Yes Physical exam: No Psychological exam: No Additional : N/A
• High school diploma or equivalent
• One (1) year previous experience in customer service, call centers, or public-facing roles
• Knowledge of Microsoft Suite and industry related technology
• LICENSES AND CERTIFICATIONS
• Required within thirty (30) days of employment
• Valid driver’s license
• PREFERRED QUALIFICATIONS
• Experienceworking or volunteering with animal welfare organizations ?
• Bilingual (Spanish)
• EMPLOYMENT TESTING
• Employment is contingent on passing any post-offer pre-employment screening as listed below:
• Criminal background check: Yes
• Motor Vehicle Record check: Yes
• Drug screening: Yes
• Physical exam: No
• Psychological exam: No
• Additional : N/A

Other Qualifications

• A Williamson County online application (resumes alone are not sufficient) must be received before the position is closed. Positions are open until filled, subject to close at any time after five (5) business days. The Human Resources Department is located at 100 Wilco Way, Georgetown, TX 78626. Phone (512) 943-1533 or visit our website at www.wilcotx.gov/469/Human-Resources . Williamson County is an Equal Opportunity Employer and complies with the Americans with Disabilities Act and Uniformed Services Employment and Reemployment Rights Act (USERRA). If you require an accommodation in order to apply for a position, please request assistance from the Human Resources Department. TOBACCO FREE WORKPLACE POLICY Williamson County is a tobacco free workplace. The use of tobacco products (e.g., cigarettes, cigars, pipes, snuff, chew, etc.) and Electronic Nicotine Delivery Systems (ENDS) (e.g., vapor, e-cigarettes, etc.) is prohibited on all Williamson County premises. Employees who violate this policy are subject to appropriate disciplinary action up to and including termination of employment.
• A Williamson County online application (resumes alone are not sufficient) must be received before the position is closed. Positions are open until filled, subject to close at any time after five (5) business days. The Human Resources Department is located at 100 Wilco Way, Georgetown, TX 78626. Phone (512) 943-1533 or visit our website at www.wilcotx.gov/469/Human-Resources . Williamson County is an Equal Opportunity Employer and complies with the Americans with Disabilities Act and Uniformed Services Employment and Reemployment Rights Act (USERRA). If you require an accommodation in order to apply for a position, please request assistance from the Human Resources Department. TOBACCO FREE WORKPLACE POLICY
• Williamson County is a tobacco free workplace. The use of tobacco products (e.g., cigarettes, cigars, pipes, snuff, chew, etc.) and Electronic Nicotine Delivery Systems (ENDS) (e.g., vapor, e-cigarettes, etc.) is prohibited on all Williamson County premises. Employees who violate this policy are subject to appropriate disciplinary action up to and including termination of employment.

Benefits

• Williamson County offers a full range of employee benefit programs for eligible full-time employees, retirees, and their families. These programs include group health plans for medical and dental coverage; an Employee Assistance Program (EAP); life; short- term disability and long-term disability insurance; and flexible spending accounts for health care and dependent care reimbursements. To review our benefit options and associated costs, click here to visit our interactive benefits cost estimator. The County also provides retirement benefits. Full-time & part-time employees participate in the Texas County & District Retirement System (TCDRS), and employees may also participate in a retirement savings program (Deferred Compensation). In addition to these basic employee benefits and retirement services, employees benefit from a variety of other programs including 12 paid holidays. For more details please contact Williamson County Human Resources at 512-943-1533.
• Williamson County offers a full range of employee benefit programs for eligible full-time employees, retirees, and their families. These programs include group health plans for medical and dental coverage; an Employee Assistance Program (EAP); life; short- term disability and long-term disability insurance; and flexible spending accounts for health care and dependent care reimbursements.
• To review our benefit options and associated costs, click here to visit our interactive benefits cost estimator.
• The County also provides retirement benefits. Full-time & part-time employees participate in the Texas County & District Retirement System (TCDRS), and employees may also participate in a retirement savings program (Deferred Compensation). In addition to these basic employee benefits and retirement services, employees benefit from a variety of other programs including 12 paid holidays. For more details please contact Williamson County Human Resources at 512-943-1533.

Supplemental Questions