Customer Service Coordinator (Animal Services) - PINELLAS COUNTY GOVERNMENT : Job Details

Location: 12450 Ulmerton Road, Largo Florida 33774

Schedule: 4/10' 8:00 am - 6:30 pm and some Saturdays 8:30 am - 1:30 pm

ONLY PINELLAS COUNTY GOVERNMENT EMPLOYEES IN THE ANIMAL SERVICES MAY APPLY

Are you passionate about finding animals their forever home? Animal Services Program Coordinator-Customer Service focuses on promoting the Pinellas County Animal Services Customer Service Division to increase pet adoptions, live release rates and increase licensing. Work also includes assisting and educating adopters on pet selection, pet care, and owner responsibilities. The incumbent acts independently to manage the Customer Service team to improve adoption, return to owners, and foster outcomes Work is performed with considerable initiative and independent judgment in rules, regulations, and guidelines governing animal adoptions, licensing and fosters. The position manages staff that

The Customer Service Coordinator at Pinellas County Animal Services is one of the most visible and publicly engaged employees in the organization. This position requires exceptional public relations and communication skills, consistently demonstrated in every interaction with citizens, staff, volunteers, and rescue partners. The role demands a high level of customer interaction, including the ability to effectively handle upset or angry citizens with professionalism and empathy, then seamlessly transition to engaging with happy adopters or other positive interactions. This role requires a calm demeanor, emotional resilience, and the ability to represent the shelter's mission in all circumstances.

The Customer Service Coordinator must be a self-starter, able to multi-task in a challenging and face paced environment. Additionally, this employee must have the ability to direct and supervise volunteers, employees, and citizens in the adoption and lobby area, ensuring a positive and efficient experience for all.

The successful candidate must be flexible to assist when the center is open and at other times as needed to meet operational requirements. The completion of pre-exposure series of rabies vaccinations is required.

Adoption Coordinator is expected to:

• Maintain positive relationships with other community partners such as Humane Society and SPCA by communicating, collaborating and working towards mutual goals.
• Develop and grow the role of rescues in a responsible and positive way to improve the outcomes for animals that are of interest to rescues.
• Track, communicate, and facilitate foster volunteers who assist with improving medical conditions for animals, so they are stable and healthy enough to use adoption options through the shelter.
• Promote adoptions directly to the public through outreach, special events, sales, advertisements, and multimedia communications.
• Develop strategies for improving adoption options and increasing the number of adoptions that are possible through partnerships and directly to the public.
• Works closely with Humane Society of Pinellas, SPCA Tampa Bay, PetPal, various rescues, pet stores and other partners to transfer adoption animals.
• Perform related work as assigned or required.
• Perform shelter-based telecommunications work processing calls and dispatching Pinellas County Animal Services (PCAS) resources enforcing ordinances and state statutes dealing with the health, safety and welfare of both the animals and citizens of Pinellas County.
• Recruits, supervises, trains, and mentors staff working in the areas of customer service, adoptions, or volunteers across the department;
• Develops strategies for improving outcomes for animals under the care of the shelter through focus on best practices, practical solutions, and creative problem solving to increase adoptions, volunteer services for animals, and improve all services provided to residents;
• Promotes adoptions and department services directly to the public through outreach, special events, sales, advertisements, and multimedia communications;
• Facilitates excellent customer services, striving to improve the satisfaction of all customers, partners, staff, and volunteers in their interactions with the department;
• Participates on community boards or task forces that aim to improve animal welfare;
• Ensures that special events are communicated in the shelter and in the community and that appropriate staffing is available to facilitate adoptions or other goals for events;
• Develops and implements promotional tools and procedures to enhance the department program;
• Designs, creates, and implements the various adoption programs that will promote adoptions and transfers in a way that is consistent with the shelter philosophy;
• Facilitates the production of digital media promoting adoption animals, including but not limited to videos, photos, biographies, and publishes to multiple websites such as pet adoption sites, Facebook, and Twitter;
• Participates in radio and TV interviews focusing on department program areas;
• Plans, organizes, and coordinates special events that will promote department services;
• Makes an initial assessment of animals to determine the need for a medical evaluation and/or isolation requirement.
• Performs dispatch responsibilities concerning reported complaints, which includes screening calls and determining the appropriate course of action required through standard operating procedures.

Minimum Qualifications Requirements

• 5 years animal services and/or veterinary business services experience, or animal services related management experience that includes animal control programs, lead worker, supervision, or supervisory training; or
• Associate's degree in communications, business, public administration, or related field and 3 years experience as described above; or
• Bachelor's degree and 1 year experience as described above; or
• An equivalent combination of education, training, and/or experience.
• A Florida Driver's License or Florida Commercial Driver's License and endorsement, if any.

May Also Require

• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
• Physical strength and agility to lift animals, equipment, and supplies.
• Exposure to personal risk during assignments causing periodic contact with hostile or diseased animals.
• Other highly desirable knowledge, skills, abilities, and credentials relevant to a position.

Highly Desirable

• Familiarity with Word, Excel
• Ability to utilize Windows-based software
• Knowledge of pet breeds, typical dog and cat behavior.
• Knowledge of business English, spelling and arithmetic.
• Knowledge of Pinellas County Animal Services policies and procedures.
• Skilled in making presentations to citizen groups, employees, volunteers, etc.
• Skill in computer software necessary to maintain and update departmental website.
• Skill in mass media techniques such as article writing, TV & video educational presentations.
• Ability to train and supervise volunteer and clerical personnel.
• Ability to work independently with minimal supervision.
• Ability to provide information correctly and concisely, both orally and in writing.
• Ability to deal with the public in an effective and courteous manner.
• Ability to deal effectively with media groups in a positive and productive manner.

Knowledge, Skills and Abilities:

• Knowledge of best practices for achieving high positive outcomes for shelter animals;
• Knowledge of pet breeds, typical dog, and cat behavior;
• Knowledge of volunteer management;
• Knowledge of computer technology with regards to data collection and recordkeeping.
• Knowledge of Pinellas County Animal Services policies and procedures.
• Skill in mass media techniques such as newspaper writing, TV, and video educational presentations;
• Skill in making presentations to citizen groups, employees, volunteers, etc.;
• Skill in computer software necessary to maintain and update departmental website and social media outlets.
• Ability to work independently with minimal supervision;
• Ability to lead, motivate, and train personnel, citizens and volunteers;
• Ability to apply computer applications and software;
• Ability to communicate with high effectiveness, both orally and in writing;
• Ability to provide information correctly and concisely, both orally and in writing;
• Ability to deal effectively with media groups in a positive and productive manner;
• Ability to deal with the public in an effective and courteous manner, resolves issues, and develops positive communications;
• Ability to work with all levels of employees in the County and to communicate effectively with volunteers;
• Ability to develop important community relationships and develop strategies and programs to achieve mission-critical results;