Customer Service Specialist

Lee County is seeking a dependable, service-oriented Customer Service Specialist to join our Animal Services team. This unique role combines public service, animal care support, operational coordination, and community education.

This position is not a traditional customer service role. As a Customer Service Specialist, you will assist residents during challenging situations involving lost pets, stray animals, surrendered animals, complaints, and animal service requests while supporting the safety and well-being of animals in our community. 

You will work closely with residents, Animal Control Officers, veterinary staff, and shelter operations teams to provide information, coordinate services, maintain accurate records, and support daily operations.

The ideal candidate is a calm, organized, and dependable professional who communicates clearly, handles difficult conversations effectively, and manages multiple responsibilities in a fast-paced environment. Successful candidates will have the ability to provide assistance with professionalism and compassion while following established procedures and supporting the mission of Animal Services. Experience in public-facing roles, administrative support, animal care, healthcare, public safety, or other service-oriented environments is valuable.

What You’ll Do

• Serve as a primary point of contact for animal-related public inquiries, concerns, and service needs.
• Assist residents with situations involving lost pets, stray animals, surrendered animals, complaints, and animal services policies.
• Communicate department policies, procedures, animal care instructions, fees, and medical information clearly and professionally.
• Navigate emotionally challenging situations while providing accurate information and appropriate assistance.
• Coordinate stray animal requests and communicate service needs with Animal Control Officers and field operations.
• Provide operational support to Animal Control Officers through dispatch assistance, information coordination, and communication support.
• Maintain accurate animal records, reports, and database information.
• Process forms, payments, and documentation while ensuring records are complete and accurate.
• Manage multiple phone lines, software systems, public interactions, and administrative responsibilities simultaneously.
• Assist with veterinary clinic activities, including vaccinating stray animals when trained and assigned.
• Support animal care operations and safely handle animals according to department procedures.
• Educate the public on responsible pet ownership, animal services programs, and available resources.
• Perform other related duties as assigned.

Key Skills for Success

Communication
Ability to explain policies, procedures, services, and animal care information clearly and professionally.

Problem Solving
Ability to assess situations, provide solutions, and make sound decisions while following department procedures and safety guidelines.

Organization & Multitasking
Ability to manage competing priorities, including phone calls, walk-in visitors, records, software systems, payments, and operational requests.

Professionalism Under Pressure
Ability to remain composed and effective when assisting individuals during stressful or emotional situations.

Animal Care Awareness
Ability to safely interact with animals that may be fearful, injured, or under stress while following established safety procedures.

What We’re Looking For

• High school diploma or GED (or equivalent).

• One (1) year of experience in a public-facing role involving communication, problem-solving, documentation, or service coordination.

• Ability to communicate effectively with the public and explain policies, procedures, and services clearly.

• Ability to remain professional and composed when handling difficult or emotional situations.
• Strong written and verbal communication skills.
• Strong organizational skills with attention to detail.

Preferred Skills and Experience

• Valid driver’s license with an acceptable driving record.

• Animal handling experience.

• Experience working in an animal shelter, veterinary clinic, animal control, or related environment.

• Knowledge of animal services operations and procedures.

• Proficiency with Microsoft Office.

• Experience with Chameleon software.

• Familiarity with communication systems, including two-way radios and digital cameras

Work Schedule

• Hours: Monday – Saturday, 8:00 AM – 4:30 PM
• Schedule: Rotating days off with one late evening shift each week (until 5:30 PM)

Why Join Us?

As a Customer Service Specialist with Lee County, your work directly supports the safety and well-being of animals and residents throughout our community.

Every day provides an opportunity to make a difference, whether helping reunite a lost pet with its family, assisting residents with animal concerns, supporting field operations, or helping animals receive needed care.

This position is ideal for someone who values public service, enjoys meaningful work, and has the communication skills, organization, and resilience needed to support both people and animals.

About the Department

Lee County Domestic Animal Services is dedicated to protecting public health and safety through effective animal control, shelter services, education, and community outreach. The department provides care for animals in need, reunites lost pets with their families, supports responsible pet ownership, and enforces animal-related laws.

Through collaboration with residents, field operations, and animal care professionals, Lee County Domestic Animal Services works to create a safer and healthier community for both people and animals.

About Lee County

Lee County is located in beautiful Southwest Florida and is home to over 800,000 residents. We are dedicated to serving our community with high-quality services and a focus on sustainability and innovation. Join us in making Lee County a great place to live, work, and visit. Find out more about Lee County at Lee County Government.