Customer Service Representative (admin Asst Iii)

Location
Fairfax, Virginia
Salary
$39,663.31 - $66,105.10 Annually
Posted
Oct 09, 2021
Closes
Oct 16, 2021
Ref
21-02153
Hours
Full Time
Job Announcement

Work as part of a team to provide outstanding frontline customer service at Fairfax County’s only open access animal shelter. The person filling this position is responsible for the following customer facing and administrative functions:

  • Greets visitors and answers inquires over the telephone, online and in person regarding animal services provided to county residents and prospective adopters.
  • Counsels and assists in the selection of a pet(s) for adoption and is available post-adoption for any assistance needed by the adopter.
  • Provides counseling on issues related to intakes of surrendered animals, animal euthanasia requests, and lost and found animals in Fairfax County.
  • Completes all related record keeping for adoptions, owner surrenders or return-to-owner transactions, including monetary transactions and entries into the Shelter’s animal tracking software.
  • Sells county dog licenses
  • Supports all outreach provided by the Shelter through administrative and operational support as needed.
  • Performs other related duties as needed in support of the Shelter’s mission.
  • Prepares a variety of standard disbursement forms (e.g., work orders, petty cash) for routing.

The Animal Shelter provides service to the public seven days a week. Scheduled hours will vary according to business needs, regular evenings, and weekends are required. Work hours may also vary between five 8-hour days per week and four 10-hour days per week based on scheduling needs.

The assigned functional areas of this position are Customer Service, General Administrative and Receptionist/Public Contact.

Illustrative Duties

(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.)

General Financial Duties
Uses spreadsheets or databases to organize information and produce standard reports;

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;
Schedules rooms for classes, meetings, conferences, etc.;
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.

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

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.

Required Knowledge Skills and Abilities

(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.

Employment Standards

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).

PREFERRED QUALIFICATIONS:
  • Experience working in an animal shelter environment.
  • Experience providing customer service in a fast-paced atmosphere.
  • Experience answering telephone inquiries and greeting customers in a general reception area.
  • Experience operating a cash drawer.
  • Must be able to sit or stand for extended periods of time.
  • Excellent written and verbal communication skills.
  • Ability to communicate effectively about animal care and treatment in English and another language common in Fairfax County.
  • Must demonstrate the ability to exercise sound judgement and maintain professional composure.
  • Must be efficient and prompt and must be able to work both independently and as a member of a team.
  • Proficient in Microsoft office suite, i.e. Word, Excel, PowerPoint, and Outlook.

NECESSARY SPECIAL REQUIREMENTS:
All newly hired employees are required to be fully vaccinated as a condition of employment or obtain approval of a medical or religious exemption prior to their start date. Proof of an exemption or vaccination status will be required during the pre-employment onboarding process. New employees who obtain an exemption from the vaccine mandate for medical or religious reasons will still be subject to the weekly testing requirement. Otherwise, vaccinated employees will complete the attestation online in the first day of employment.
Must have current pre-exposure rabies vaccination and tetanus vaccination. The appointee to this position must submit to a criminal background check and a credit history check as a condition of employment and periodically thereafter. Completion of a "Statement of Economic Interest" form is required at the time of hire and annually thereafter.

The appointee to this position will be required to complete a criminal background to the satisfaction of the employer.

PHYSICAL REQUIREMENTS:
Rabies pre-exposure vaccination series is optional but encouraged for the successfully hired applicant. Must be comfortable standing and sitting for long periods of time. Must be comfortable sitting and working at a computer station. Must be able to lift 50 pounds. All duties may be performed with or without reasonable accommodations.

SELECTION PROCEDURE:
Panel interview; may include oral and written exercise.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 703-324-4900 for assistance. TTY 703-222-7314. EEO/AA/TTY.

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