Job Announcement

Did you know there is a difference between customer service and customer care? Customer service provides support, answers questions, and problem solves. Customer care supports the needs of customers by building an emotional connection that establishes trust.

Fairfax County Animal Shelter is looking for enthusiastic individual to serve as the Customer Care Manager at our Lorton Campus!

Duties and responsibilities include, but are not limited to:

• 
  Coordinates front office operations to ensure excellent customer care and accurate and thorough communication between the Animal Shelter and visitors, including adopters and those surrendering pets or searching for lost pets.
• Serves as point of contact for Customer Care Team for regular, daily questions and needs.
• Hires and supervises Customer Care Team.
• Ensures appropriate counseling and documentation are being provided to residents seeking shelter services.
• Provides post adoption follow-up and consultation.
• Assists with customer questions and concerns.

Works under the direction of the Animal Shelter Deputy Director.

Schedule: Varies, including early morning and evening shifts. Weekend shifts are required. May be required to work shifts and/or be transferred to any Department of Animal Sheltering facility.

Note: The assigned functional areas of this position are working in an animal shelter, kennel, veterinary clinic, boarding facility, or other animal-related organization in a customer service, clinic management and/or supervisory capacity.

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 description.)

Performs designated segments of projects or programs with well-defined objectives, including activities such as data collection, synthesis of data gathered to support analysis, and documentation of findings and recommendations;
Performs data collection activities in support of existing studies, projects or programs, including conducting research; participating in interviews; administering customer, organizational or employee surveys; assisting in the facilitation of focus groups; participating in work group collaboration; and mapping or charting of workflow processes;
Assists with measuring and analyzing indicators of performance, quality, quantity and efficiency of services;
Compiles and provides business information to management;
Maintains index or log of standard forms for gathering information from a variety of audiences;
Assists in implementing business improvements, such as changes to policies, work practices, processes and procedures;
Contributes to position papers, evaluation reports and presentations.

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).

Basic knowledge of mission, goals and objectives of the organizational unit, program or activities to which incumbent is assigned;
Knowledge of the principles, practices and techniques governing management, organization, operations and programmatic services;
Ability to identify possible solutions for solving business problems;
Ability to perform a variety of fact-finding techniques (e.g., interview, case analysis, observation, research, benchmarking) to gather information in support of programs, projects, studies, assessments and evaluations;
Ability to aggregate and assimilate data to identify major patterns, trends and themes regarding organizational and program effectiveness and efficiency;
Ability to communicate effectively orally and in writing;
Ability to use word processing and presentation software to prepare documents, and to use spreadsheet and statistical analysis software packages to store, manipulate, analyze and present data;
Ability to train, lead, and/or supervise paraprofessional staff.

Employment Standards

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following: (Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")

Graduation from an accredited four-year college or university with a bachelor's degree in the field related to the assigned functional area.

BRIDGE CLASS EMPLOYMENT STANDARDS:
Four years of increasingly complex technical experience in the assigned functional area, comparable to experience at the Admin Assistant IV, or higher, level. This class can serve as a bridge class enabling individuals who do not meet the educational or professional experience standards listed above to qualify for this class by possessing four years of increasingly complex technical experience in the assigned functional area, comparable to experience at the Admin Assistant IV, or higher, level. The purpose of this bridge class is to promote upward mobility within the Fairfax County workforce. However, persons qualifying for this class on the basis of their technical experience may not substitute this technical experience for education, or for professional experience, in order to qualify for other employment opportunities.

CERTIFICATES AND LICENSES REQUIRED:
Fear Free Shelter Certification (Required within 3 months)

NECESSARY SPECIAL REQUIREMENTS:

• All newly hired employees are required to be fully vaccinated against COVID-19 (two weeks after the last required dose) 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 sincerely held religious beliefs may be subject to a weekly testing requirement. Vaccinated employees and employees with a medical or religious exemption will complete the attestation online on their first day of employment or shortly thereafter.
• The appointee to the position will be required to complete a criminal background check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• Three or more years of experience supervising and training employees.
• Three or more years of experience working in an animal-related capacity.
• Three or more years of experience providing customer care in a fast-paced environment.
• Demonstrates an understanding of progressive animal welfare best practices.
• Experience using Microsoft programs and shelter data management software.

PHYSICAL REQUIREMENTS:
Must be able to fill out and review paperwork associated with the position. Must not have allergies to animals or animal supplies (ex: hay, peanut butter, etc.) that will impede working in an animal environment. Ability to work a varied schedule, including early mornings, evenings, and weekends. Work is generally sedentary; however, employee is required to walk, stand, sit, bend, kneel, and climb stairs; may be required to lift or carry up to 50 pounds occasionally. Uses hands to grasp, handle, or feel. Ability to operate keyboard-driven equipment, as well as other equipment necessary to the position. Visual acuity is required to read standard text and data on a computer monitor. Ability to communicate clearly with others, orally and in writing, and make presentations. Pre-exposure rabies vaccination (required within 3 months). All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE:
Panel interview and may include a practical exercise.

The population of Fairfax County is very diverse where 39.8% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others) and we encourage candidates bilingual in English and a foreign language to apply to this opportunity.

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. DHREmployment@fairfaxcounty.gov. EEO/AA/TTY.