Customer Care Representative (Administrative Assistant III)

Are you an enthusiastic individual looking for a career where you can make a difference in the lives of animals and the community? This position works as a part of animal adoptions and intakes on a team that provides outstanding frontline customer service to community members.

Fairfax County Animal Services (FCAS) is the only open-access municipal shelter located in Fairfax and Lorton, Virginia. FCAS has a live release rate of over 90% and we're very proud of our excellent volunteer and foster programs, compassionate staff, progressive sheltering policies and practices, and our wonderful animal-loving community. Please visit our website here.

Responsibilities:

• Greets and assists visitors to the shelter. Receives, evaluates, and responds to inquiries via phone, e-mail, and in person.
• Aids prospective adopters in the selection of a pet.
• Shares information on shelter services and events and matches services to needs. Disseminates information to the public on such topics as animal behavior, pet care, leash law, license requirements, responsible pet owner requirements, and laws and policies pertaining to domestic and wild animals and related topics.
• Schedules appointments for residents wishing to surrender their pet. Provides counseling for pet owners who are surrendering their pet for a variety of reasons or offers resources to help keep pets in homes when possible.
• Reviews lost and found reports and stray animal intakes to help match animals lost and found. Reviews animals in temporary custody of the county and follows up with the owners as appropriate.
• Redeems impounded animals to residents and verifies rabies inoculations and license requirements.
• Reviews euthanasia lists for proper approval and researches stray information to ensure that every attempt has been made to locate an owner prior to disposition of the animal.
• Completes all related record keeping including data entry into the shelter management software.
• Collects money from the public at the counter for adoptions, redemptions, dog licenses, donations, and other county fees. Responsible for a small change fund. Creates accurate receipts in the shelter management software database. Runs credit card transactions when requested. Compiles daily summary of receipts as directed for supervisor approval.
• May perform other related duties to meet the ongoing business needs of the organization.

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position job description.)

Fiscal Administration
Reconciles ledgers;
Prepares status reports;
Gathers data for use by others in preparing budget;

Accounting
Reconciles daily receipts or accounts receivable/payable;
Identifies discrepancies and makes corrections;
Collects required documents;

Scheduling & Coordinating for Others
Maintains calendar(s);
Schedules meetings;
Makes and cancels appointments;
Set up schedules for internal administrative staff to insure that they are available to meet changing work needs.

Communication
Composes routine correspondence on behalf of the executive/work unit head.

Office Management
Provides administrative support and implements procedures;
Establishes/modifies and maintains a system for tracking the progress of work that is the responsibility of the executive/work unit head;
Trains and orients new employees;
Provides and explains relevant policies and procedures.

Receptionist/Public Contact
Schedule appointments;
Explains departmental policy/procedure but does not interpret them;
Responds to inquiries that require referencing a variety of sources and utilizing
knowledge of the department/county operations.

Word Processing/Typing
Keys/types complex documents (e.g., technical);
Proofs spelling and grammar;
Compiles reports from edited drafts;
Uses macros and templates developed by others.

Information Systems/Software
Performs data entry with some knowledge of department/work unit/program;
Manipulates screens for additional entries;
Generates routine reports;
Creates simple spreadsheets;
Maintains databases.

Reports
Compiles routine factual/numerical reports using readily available information.

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

Knowledge of standard rules and interpretations within own functional area and a working knowledge of established methods and procedures used in related areas;
Significant nonstandard skill/knowledge is required involving production of an end product such as a report.

Word Processing/Typing
Basic skills in the use of Microsoft Word.

Math Skills
Basic math skills.

PC Skills
Basic skills in the use of applicable Microsoft Office Suite software.

Communication
Ability to write simple documents.

Information Abilities
Ability to process and integrate complex data.

Interpersonal Abilities
Ability to establish and maintain effective working relationships with both external and internal contacts.

Executive Assistance
Ability to maintain confidentiality and be sensitive to political issues.

MINIMUM QUALIFICATIONS:
Any combination of education, experience and training equivalent to high school graduation and two years of experience providing administrative support in the assigned functional area(s).

NECESSARY SPECIAL REQUIREMENTS:
The appointee to the position will be required to complete a criminal background check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• One year of experience working in an animal shelter, animal welfare organization, or veterinary practice.
• Three years of experience providing customer service experience in a fast-paced environment including experience handling customers in stressful or emotional situations.
• Three years of experience answering telephone inquiries and greeting customers in a general reception area.
• Three years of experience operating a cash drawer.
• Demonstrates an understanding of progressive animal welfare best practices.
• Proficient with using Microsoft programs and sheltering data management software.

• Ability to work a varied schedule, including early mornings, evenings, weekends, and occasionally holidays.
• Converse with volunteers, residents, staff, and others in person, via e-mail, and on the phone.
• Create materials, complete and review paperwork, and operate equipment necessary to complete work tasks.
• Maneuver safely in kennels, dog play yards, cat rooms, small animal room, off-site events, etc.
• Must not have allergies to animals or animal supplies (ex: hay, peanut butter, etc.) that will impede working in an animal environment.
• Visual acuity to read standard text and data on a computer monitor. Operate keyboard-driven equipment.
• Work is generally sedentary; however, employee is required to walk, stand, sit, bend, kneel, stoop, crawl, climb stairs, and be comfortable doing these activities for extended periods of time; lift, carry, and move up to 50 pounds; use hands to grasp, handle, and feel; and talk, see, and hear.
• All duties performed with or without reasonable accommodations.