Customer Care Manager (Management Analyst I)

Customer Care Manager

Are you an enthusiastic individual looking for a career where you can make a difference in the lives of animals and the community? Fairfax County Animal Services is committed to providing the highest quality of care to the animals in our care, while also working to tackle the root causes of animal homelessness in our community. We are excited to announce an opening for a Customer Care Manager at our Michael R. Frey Campus located on West Ox Road! This is a unique opportunity to make a meaningful impact by supporting over 4,000 animals each year while serving the needs of our community.

As the Customer Care Manager, you will lead front office operations and ensure the delivery of compassionate, high-quality service to every visitor. Fairfax County Animal Services is the only open-access municipal shelter located in Fairfax County, Virginia. We have a live release rate of over 90% and were very proud of our excellent volunteer and foster programs, compassionate staff, progressive animal services policies and practices, and our wonderful animal-loving community.

Duties and responsibilities include, but are not limited to :

• Coordinates front office operations to ensure excellent customer care and accurate and thorough communication between Animal Services and visitors, including adopters and those surrendering pets or searching for lost pets.
• Serves as point of contact for Adoption and Intake Counselors for regular, daily questions and needs.
• Hires and supervises Adoption and Intake Counselors.
• Ensures appropriate counseling and documentation are being provided to adopters.
• Provides post adoption follow-up and consultation.
• Serves as Manager on Duty.
• May perform other duties to meet the ongoing business needs of the organization.

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home including Spanish, Asian / Pacific Islander, Indo-European, and many others. We encourage candidates who are bilingual in English and another language to apply for this opportunity.

Note : All DAS positions require flexibility, as they may involve working various shifts, which can include assignments to different facilities, changes in shift times, and / or reassignment between agency facilities based on operational needs.

Salary : The starting salary offer will be between the minimum and midpoint ($59,700.37 to $79,600.14) of the advertised compensation range. Promotional rules apply for current Fairfax County Government and Fairfax County Public Schools employees.

Schedule : Employees in this position are required to work a variable schedule that may include early mornings, evenings, weekends, and holidays. Regular Saturday coverage is required.

Note : The assigned functional areas of this position are working in an animal shelter, kennel, veterinary clinic, boarding facility, or working in another 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.) 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.

Employment Standards MINIMUM QUALIFICATIONS : Any combination of education, experience, and training equivalent to the following :

Graduation from an accredited four-year college or university with a bachelors 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. 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 :

NECESSARY SPECIAL REQUIREMENTS : The appointee to the position will be required to complete a criminal background check and driving record check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS :

PHYSICAL REQUIREMENTS :

SELECTION PROCEDURE : Panel interview and may include a practical 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. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov. EEO / AA / TTY.