Lead Customer Service Technician - Animal Services

Summary Of Position

The Lead Customer Service Technician performs lead, administrative, customer service, records, cashiering, and program support functions for the Animal Services Division. This position coordinates daily front office operations, provides task direction and training to assigned customer service staff, and supports efficient administrative and public service functions.

Working under the direction of the Animal Services Manager, this position helps ensure compliance with City and departmental policies and procedures while serving as a primary point of contact for public-facing administrative services. The position requires strong organizational skills, sound judgment, attention to detail, confidentiality, and the ability to manage multiple priorities in a fast-paced environment.

This is a lead position responsible for assigning and prioritizing work, training staff, and providing operational guidance and input to management. This position does not independently hire, discipline, discharge, or make final employment decisions.

This position may coordinate with the Animal Services Veterinarian or designee regarding medical records, vaccination documentation, adoption medical disclosures, and related animal health information. Veterinary staff retain authority over all medical decisions, treatment protocols, disease control procedures, euthanasia standards, and veterinary care.

The position may serve as a backup operational contact for front office/customer service functions in the absence of the Animal Services Manager and Lead Animal Control Officer, when delegated.

Essential Functions

Additional job functions may vary due to department or City needs/requirements. Assignments may include but are not limited to:

Lead Functions

• Coordinate, assign, and prioritize daily work activities for assigned customer service staff to support front office, records, cashiering, and customer service operations.
• Provide task direction, operational guidance, and on-the-job training in customer service standards, shelter software, records management, cashiering procedures, and applicable policies and procedures.
• Assist with staff scheduling to ensure adequate front office coverage during operating hours, including weekends, holidays, and absences, subject to management review and approval.
• Respond to and assist with resolving customer service, administrative, records, and cashiering issues; refer complex or sensitive matters to management.
• Provide input to management regarding employee performance, training needs, and operational improvements.
• Identify and recommend process improvements to enhance customer service, administrative workflow, records management, and operational efficiency.
• Communicate operational priorities, updates, and concerns to management to support continuity of daily operations. Perform special projects and related assignments as directed.
  
  

Administrative & Operational Support

• Maintain records, files, and documentation in accordance with City and departmental procedures.
• Enter, update, review, and verify information in shelter software and other computerized systems.
• Prepare correspondence, reports, forms, notices, and related documentation.
• Perform cashiering functions, including processing payments, balancing transactions, preparing deposits, and following cash-handling procedures.
• Provide administrative support for scheduling, records processing, customer communication, and routine office operations.
• Receive, sort, and distribute mail, deliveries, and internal communications.
• Assist with processing public records and public information requests in accordance with City procedures.
• Maintain medical-related records and documentation in accordance with established procedures.
• Maintain confidentiality of sensitive, protected, or restricted information.
  
  

Customer Service & Public Interaction

• Respond to public inquiries in person, by phone, and electronically regarding Animal Services programs, services, fees, procedures, and shelter operations.
• Answer and route incoming calls, emails, and messages to appropriate staff or departments.
• Assist customers with front counter services, including adoptions, licensing, redemptions, payments, and service referrals.
• Coordinate front-end adoption processes, including visitor check-in and general adoption support in collaboration with animal care staff.
• Respond to customer concerns and complaints within assigned authority and escalate unresolved issues to management.
• Provide backup support and front counter coverage as needed.
• Maintain professional and courteous interactions with the public, volunteers, partner agencies, coworkers, and other City staff.
• Provide approved medical information and documentation as directed by veterinary staff.
• Refer animal medical, behavioral, or care-related questions to appropriate staff.
  
  

Program Coordination Support

• Assist with administrative functions of volunteer, foster, and transfer programs, including onboarding support, scheduling, records maintenance, communication, tracking, and documentation.
• Coordinate with staff, volunteers, rescue partners, and management regarding program-related administrative processes.
• Maintain accurate program records and communicate issues or concerns to management.
  
  

General Support Functions

• Maintain calendars, schedules, logs, and tracking systems.
• Draft, edit, proofread, and format correspondence, forms, flyers, reports, and other materials.
• Support development of public-facing materials, internal communications, and program documents.
• Use computers, office equipment, shelter software, and City systems to complete assigned work.
• Maintain regular, reliable, and punctual attendance.
• Work weekends, holidays, and varied schedules as assigned.
• Perform other related duties as assigned.
  
  

Position Qualifications

EDUCATION AND EXPERIENCE: Any equivalent combination of education and experience which provides the applicant with the knowledge, skills and abilities required to perform the job.

• High school diploma or G.E.D.
• Two years of experience in customer service, administrative support, records management, cashiering, animal shelter operations, or a related field.
• Experience coordinating or assigning work activities preferred.
• Experience in an animal shelter, veterinary office, public agency, or high-volume customer service environment preferred.
  
  

LICENSES, CERITIFCATIONS, AND OTHER REQUIREMENTS: Certain licenses and certificates, if required, may be acquired on the job as agreed upon by the City and employee. Subject to change based on operational needs.

• Valid Washington State driver’s license.
• Additional certifications may be required based on operational needs.
  
  

SUPPLEMENTAL INFORMATION

• Work is performed primarily in a public-facing office and animal shelter environment.
• Frequent interaction with the public, including individuals who may be upset, emotional, or frustrated.
• Exposure to noise, animals, cleaning chemicals, disinfectants, animal dander, odors, and zoonotic diseases.
• Subject to risk of animal bites and scratches.
• May occasionally assist with or work near animals but is not primarily responsible for kennel care, animal restraint, or field animal control response.
• Frequent standing, walking, sitting, bending, reaching, typing, and use of office equipment.
• Ability to lift and carry objects weighing up to 60 pounds.
• Work includes weekends, holidays, and varied schedules as assigned.
  
  

The City offers a full benefits package with affordable options for full family coverage for medical, dental, vision and life insurance. Maintaining a positive work life balance is important, to help aid this balance, employees receive great vacation, sick, and paid holiday benefits.

Click here to view the full benefits summary for this position