Montgomery County (MD)
Customer Service Representative (Frontline) I/II, Grade 13/16
Montgomery County (MD), Rockville, Maryland, us, 20849
WHO WE ARE
Montgomery County Animal Services & Adoption Center (MCASAC) provides high-quality sheltering and care for homeless, abused, and neglected animals in our community and ensures the safety and welfare of County residents. It is the County’s only open-admissions, municipal shelter.
WHO WE ARE LOOKING FOR The Office of Animal Services (OAS) is currently recruiting for a full-time
Customer Service Representative
who is passionate about helping animals and people by delivering quality communication to the public, in person, online, and on the telephone, as well as providing accurate and timely support to Animal Services Officers. The
Customer Service Representative
has a unique responsibility in a fast-paced environment that requires careful attention to detail, multitasking, and good communication skills. Primary duties include answering calls from residents, providing information on requested services, such as adoption counseling sessions, pet licensing, scheduling appointments to surrender animals, returning lost pets to owners, and euthanizing animals. In addition, the
Customer Service Representative
welcomes volunteers, fosters their customer service needs, and attends to the needs of residents who visit the shelter. Other duties assigned will be producing statistical information for services rendered, including accounting for each service delivered to each customer served.
The
Customer Service Representative
collaborates with all other areas of the shelter, including Veterinarian Services, Adoptions, Admissions, and Field Services, to complete daily duties. The
Customer Service Representatives
are non-essential employees; however, they may be deemed essential during a General Emergency or other unique situations.
Requirements Applicants must have the ability to:
Perform work assignments in a loud, fast-paced setting.
Work weekends and shifts during days and evenings.
Work under close supervision, undergoing evaluation of performance, especially during training.
Demonstrate strong reading and writing comprehension and abilities.
Adhere to scripts and follow policies and procedures, as required.
Demonstrate good customer service skills, including dealing calmly and respectfully with irate customers over the phone and in person.
Work under constant electronic surveillance as cameras monitor all public areas, and telephone conversations are recorded.
Knowledge of basic operations of a multi-button telephone, personal computer, photocopier, language line, and other office automation equipment appropriate to the requirements of the position.
Ability to work under pressure.
Ability to collect and organize information.
Ability to work as part of a team.
Occasionally may require field deployment to assist with emergency shelter preparations or administrative work in the field.
Perform other job-related duties as assigned.
Additional Information Multilingual candidates are strongly desired but not required.
Background Statement A background investigation will be conducted into the selected candidate prior to appointment and will be a significant factor in the hiring decision.
Essential Personnel The individual selected for this position will be considered an “Essential Employee.” Essential employees must report to work during a period of general emergency or liberal leave.
Evening and Weekend Hours This position requires the ability to work evening and weekend hours.
Salary/Level Details If filled at the Customer Service Representative, Level I, Grade 13:
Experience:
Two (2) years of office support experience dealing with administrative matters, customer accounts, and experience in the use of computers and general office equipment.
If filled at the Customer Service Representative, Level II, Grade 16:
Experience:
Three (3) years of increasingly responsible experience performing a wide variety of general clerical, reception, public contact, and public service work, providing information and/or directing requests over the telephone and at a public counter, including at least one (1) year of working in an animal care environment.
For All Levels Education:
Completion of high school or High School Certificate of Completion recognized in the State of Maryland.
Equivalency:
An equivalent combination of education and experience may be substituted.
Medical Exam:
The Selected candidate will be required to complete a medical exam before a successful appointment.
PHYSICAL DEMANDS : The employee will experience prolonged periods of sitting, listening, and speaking, as well as using fingers to operate a multi-button telephone, and lifting objects weighing between 20 and 50 pounds.
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WHO WE ARE LOOKING FOR The Office of Animal Services (OAS) is currently recruiting for a full-time
Customer Service Representative
who is passionate about helping animals and people by delivering quality communication to the public, in person, online, and on the telephone, as well as providing accurate and timely support to Animal Services Officers. The
Customer Service Representative
has a unique responsibility in a fast-paced environment that requires careful attention to detail, multitasking, and good communication skills. Primary duties include answering calls from residents, providing information on requested services, such as adoption counseling sessions, pet licensing, scheduling appointments to surrender animals, returning lost pets to owners, and euthanizing animals. In addition, the
Customer Service Representative
welcomes volunteers, fosters their customer service needs, and attends to the needs of residents who visit the shelter. Other duties assigned will be producing statistical information for services rendered, including accounting for each service delivered to each customer served.
The
Customer Service Representative
collaborates with all other areas of the shelter, including Veterinarian Services, Adoptions, Admissions, and Field Services, to complete daily duties. The
Customer Service Representatives
are non-essential employees; however, they may be deemed essential during a General Emergency or other unique situations.
Requirements Applicants must have the ability to:
Perform work assignments in a loud, fast-paced setting.
Work weekends and shifts during days and evenings.
Work under close supervision, undergoing evaluation of performance, especially during training.
Demonstrate strong reading and writing comprehension and abilities.
Adhere to scripts and follow policies and procedures, as required.
Demonstrate good customer service skills, including dealing calmly and respectfully with irate customers over the phone and in person.
Work under constant electronic surveillance as cameras monitor all public areas, and telephone conversations are recorded.
Knowledge of basic operations of a multi-button telephone, personal computer, photocopier, language line, and other office automation equipment appropriate to the requirements of the position.
Ability to work under pressure.
Ability to collect and organize information.
Ability to work as part of a team.
Occasionally may require field deployment to assist with emergency shelter preparations or administrative work in the field.
Perform other job-related duties as assigned.
Additional Information Multilingual candidates are strongly desired but not required.
Background Statement A background investigation will be conducted into the selected candidate prior to appointment and will be a significant factor in the hiring decision.
Essential Personnel The individual selected for this position will be considered an “Essential Employee.” Essential employees must report to work during a period of general emergency or liberal leave.
Evening and Weekend Hours This position requires the ability to work evening and weekend hours.
Salary/Level Details If filled at the Customer Service Representative, Level I, Grade 13:
Experience:
Two (2) years of office support experience dealing with administrative matters, customer accounts, and experience in the use of computers and general office equipment.
If filled at the Customer Service Representative, Level II, Grade 16:
Experience:
Three (3) years of increasingly responsible experience performing a wide variety of general clerical, reception, public contact, and public service work, providing information and/or directing requests over the telephone and at a public counter, including at least one (1) year of working in an animal care environment.
For All Levels Education:
Completion of high school or High School Certificate of Completion recognized in the State of Maryland.
Equivalency:
An equivalent combination of education and experience may be substituted.
Medical Exam:
The Selected candidate will be required to complete a medical exam before a successful appointment.
PHYSICAL DEMANDS : The employee will experience prolonged periods of sitting, listening, and speaking, as well as using fingers to operate a multi-button telephone, and lifting objects weighing between 20 and 50 pounds.
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