What are the responsibilities and job description for the Customer Service Specialist position at Lee County Government?
This role involves providing customer service and administrative support within Animal Services.
Key Responsibilities:
- Prepare various operational and administrative forms, reports, records, and summaries.
- Enter data and retrieve information from the department database.
- Handle communication support, including receiving and transmitting requests for stray animal control services to field operations personnel.
- Assist the veterinary clinic as needed.
- Customer Interaction: Communicates with customers by phone or in-person to provide information about products or services, take orders, cancel accounts, or handle complaints. Ensures problems are resolved appropriately.
- Record Keeping: Maintains records of customer interactions, including inquiries, complaints, comments, and actions taken.
- Complaint Resolution: Helps resolve service or billing complaints by exchanging merchandise, refunding money, or adjusting bills.
- Account Management: Assists in opening new accounts, completing forms, preparing records, or issuing service discontinuance orders. Performs data entry and remains positive and courteous.
- Additional Assistance: Helps customers with various other activities as needed.
- Animal Vaccination: Vaccinates stray animals received over the counter.
- Dispatch Support: May fill in for Animal Services’ dispatch as needed.
- Other Duties: Performs related tasks as assigned.
- Requires any combination of education and experience equivalent to High School graduation or GED and one year of fast-paced, professional customer service or closely related experience.
- Possession of a valid driver’s license and an acceptable driving record is required.
- Verifiable experience with animal handling is preferred.
- Communication and Customer Service:
- Strong written and verbal communication skills.
- Excellent customer service and organizational skills.
- Technical Knowledge:
- Familiarity with Chameleon software (preferred).
- Understanding of communication using 10-codes (preferred).
- Knowledge of two-way radios, wireless communications, digital cameras, and office equipment.
- Proficiency in Microsoft Word, Excel, Outlook, and other computer software.
- Legal and Procedural Knowledge:
- Understanding of state statutes and local ordinances related to animal licensing, leash laws, animal control enforcement, and rabies control.
- Knowledge of proper animal handling techniques, microchip scanning, and recognition of zoonotic diseases.
- Interpersonal Skills:
- Ability to explain laws, regulations, policies, procedures, and protocols to the public with tact, professionalism, and courtesy.
- Ability to prioritize emergency and non-emergency calls to ensure public health and safety.
- Ability to establish and maintain positive communication and effective working relationships with the general public, pet placement partners, co-workers, elected and appointed officials, and individuals from diverse cultural and linguistic backgrounds.
- Physical Requirements:
- Ability to lift up to 30 pounds, bend, stoop, lift, and crawl as necessary for handling and transporting animals, equipment, and supplies.
- Ability to work in various environmental conditions and all types of weather.
- Work Schedule:
- Hours: Monday - Saturday, 8:00 a.m. to 4:30 p.m.
- Rotations: Rotating days off and staying late one night a week until 5:30 p.m.
EMERGENCY RESPONSE/RECOVERY ACTIVITIES: All employees will be required to work before, during, or after an Emergency as needed. During an Emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.
Salary : $20