GUILFORD COUNTY GOVERNMENT

Empower Successful People to thrive in a Strong Community supported by Quality Government

Transparency & Communication | Equity & Inclusion | Accountability

Service & Outcomes Excellence | Our People Matter

Description

GENERAL STATEMENT OF DUTIES

The Office Receptionist Lead – Animal Services provides lead oversight of the Animal Services Office Receptionists with the daily customer service duties in the shelter.

DISTINGUISHING FEATURES OF THE CLASS

An employee in this class leads the Office Receptionists– Animal Services with the daily customer service duties and tasks and serves as the main point of contact for escalated customer service questions and requests. Work is performed under the general supervision of the Customer Service Manager.

Examples of Duties

Duties And Responsibilities

Essential duties and responsibilities include, but are not limited to:

Provides oversight and serves as a lead for Customer Service personnel and the call center.
Assist with processing adoptions, return to owners, transfers, intakes, and outcomes as needed.
Provides support to staff on processes, procedures and systems.
Serves as the initial contact for escalated customer service challenges.
Covers agency when all supervisors are absent.
Mentor and train new and existing employees.
Assists the Customer Service Manager with preparing and taking deposits to the bank.
Assists with preparing daily financial reports and documentation.
Assists with daily financial monitoring.
Assists with program management for the Spay and Neuter Voucher Program, Rabies Clinics, Mobile Pet Assistance Center (MPAC) outreach program, and other ongoing Shelter events.
May become a certified Rabies Vaccinator and assist with vaccines and microchipping as needed.

Adoption Coordination

Serve as lead for all animal adoption inquiries.
Educate the public on successful pet ownership responsibilities.
Screen potential adopters, helping to match pets to adopters.
Process adoption applications and manage shelter animal database.
Manage financial transactions and accounting for adoption and shelter fee payments.
Schedule animals for surgery post adoption as necessary.
Organize and prepare all transaction paperwork for County and State level audits (financial and programmatic).

Customer Service And Administration

Lead customer service efforts.
Manage sensitive and difficult conversations with the public in a professional manner.
Provide accurate information and friendly professional service to the public and to coworkers in a responsive, positive, courteous, and tactful manner.
Provide administrative support for Customer Service Manager.
Provide administrative support for other Managers as able and necessary.
Ensure the main entrance, lobby, and public restrooms are cleaned and professional appearance is maintained.
Provide daily verbal and written communication with the public and staff over the phone, direct contact, and email.
Write and mail donations letters to donors.
Provide rabies vaccines during daily rabies clinics.

Support Foster Program

Coordinate with other departments to identify animals needing foster placements.
Communicate with and screen potential fosters.
Make sure that all fosters receive the necessary training and support to perform their foster care responsibilities.
Manage placement of foster animals.
Oversee the scheduling of foster animals for proper vaccine and health check-ups, and surgery appointments.
Administer vaccines, dewormer, and microchips to foster animals as needed.

RECRUITMENT STANDARDS

Knowledge, Skills, And Abilities

Thorough knowledge of methods of caring for animals and of humane methods of disposing of them.
Knowledge of disease management, recognition, control, and prevention as it relates to general animal care.
Knowledge of basic cleaning and disinfectant procedures.
Knowledge and ability to perform general diagnostic testing to assist with determining health of animal.
Knowledge of animal shelter policies and procedures.
Knowledge of and ability to assist in performing physical exams and identifying and addressing medical problems/diseases.
Knowledge of federal and state laws governing the control and welfare of animals, the sheltering of animals, and animal euthanasia methods.
Knowledge of laboratory practices and physician protocols dealing with rabies.
Knowledge of laws, rules and regulations applicable to operating an animal shelter and managing personnel.
Ability to establish and maintain effective working relationships with the public and other employees.
Ability to make sound decisions and solve problems in a fast-paced environment.
Ability to assign, direct, lead and evaluate activities of team members.
Ability to deal tactfully, courteously, and firmly with the public.
Ability to work afternoons and weekends.
Ability to lead and coach subordinate staff in the absence of the Customer Service Manager.

Typical Qualifications

MINIMUM QUALIFICATIONS

High school diploma or GED and three years of experience in an animal shelter, veterinary clinic, animal rescue or other animal-related work.

Preferred Qualifications

Previous experience in a veterinary hospital, humane society or other animal care facility. Previous experience as an assistant supervisor or lead role overseeing, leading and coaching subordinate staff.

Supplemental Information

Physical Demands

Work in this class is described as medium and frequently requires the physical exertion to move objects and complete tasks. Must be able to physically perform the basic life operational functions of climbing, balancing stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking hearing and repetitive motions. Also, employees must possess visual acuity to determine colors, read, write, and the accuracy, neatness and the thoroughness of work assigned. Heavy work exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently and/or up to 10 pounds of force constantly to move objects.

Work Conditions

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions and expectations. While performing the functions of this job, the employee is regularly required to talk or hear; frequently required to stand, walk, sit, and use hands to finger, handle, or feel, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds; frequently lift and/or move up to 50 pounds; frequently push and/or pull up to 100 pounds. Specific vision abilities required by this job include close vision.

Working conditions are in a kennel environment with frequent exposure to laboratory conditions including hazardous materials, unfavorable fumes and odors, and working with animal body fluids and infectious diseases, and loud noises.

May Require Driving

This position may require driving for this position whether driving a County owned or personal vehicle to conduct county business such as but not limited to attending conferences, meetings, or any other county related functions. Motor Vehicle Reports may be verified for valid driver’s license and that the driving record is compatible with the county’s driving criteria. If a personal vehicle is operated for county business proper insurance is maintained as per Guilford County’s vehicle use policy.

Special Note: This generic class description gives an overview of the job class, its essential job functions, and recommended job requirements. However, for each individual position assigned to this class, there is available a completed job questionnaire with a physical abilities checklist which can give further details about that one specific position. Those documents should be reviewed before initiating a selection process. They can provide additional detailed information on which to base various personnel actions and can assist management in making legal and defensible personnel decisions.

Guilford County is committed to providing Equal Employment Opportunity (EEO) to employees and applicants for employment regardless of color, religion, sex, national origin, age, disability, genetic information, sexual orientation or political affiliation. The County is committed to complying with all applicable federal, state and local laws that pertain to employment, and to providing a work environment that is free from discrimination of any kind. If you need an auxiliary aide, make the request forty-eight (48) hours in advance of the time the accommodation is needed by calling 336-641-3324.

We are excited about the opportunity of having you as a prospective new employee!

You probably already know our county is a wonderful county to live in, but did you know it is also a wonderful place to work?

Below are a few of the reasons why we love working for Guilford County.

We offer Health Insurance (UnitedHealthCare) to all benefitted employees working a minimum of 20 hours per week. The shared cost of the premium is based on scheduled/budgeted hours. If you are a full-time employee working 40 hours a week you can expect to pay less than $35 a month for medical coverage, dental coverage for $4 a month and vision coverage for $5 a month. That's less than $45 a month for medical, dental & vision coverage; that's unheard of.

Telehealth UHC Virtual Visits are available to you with no copay or out of pocket expense.

We are excited to inform you Guilford County has an Employee Wellness Center (24/7 access) with strength training equipment, cardio machines and a group exercise room with virtual or in person coaching from our Wellness Specialist!

Employee Assistance Program, 100% funded by the county. A superb benefit for you and your family absolutely free. Confidential help with personal or work-related issues.

13 paid holidays, 12 sick days, and 12 vacation days a year. That's 37 paid days a year, totaling almost 2 months of paid time off.

Employer contributes 5% into your 401(k) - no match required.

Enrollment in the State Retirement Plan by contributing 6%.

Longevity pay beginning at five years of service.

We provide a $10,000 Life and AD&D benefit to eligible employees.

Flexible spending accounts (FSA) allow you to set aside tax-free dollars for health care and dependent care.

Voluntary Life, AD&D, Short-Term and Long-Term Disability.

01

Please select the highest level of education you have completed All education and certifications must be listed in the Education section of the employment application. Transcripts may be required to verify educational qualifications.

High School Diploma or GED
Some College, No Degree
Associate's Degree (AA, AS)
Bachelor’s Degree (BA, BS) or Higher

02

How many years of experience do you have in animal shelter, veterinary clinic, animal rescue or other animal-related work? (Must be detailed in application.)

Less than 3 years
3 years less than 5
5 years or more

03

Do you have a valid NC Driver's License, or the ability to obtain one?

Yes
No
Required Question

Guilford County

New Jobs

Social Work Supervisor-Protective Services (Adult)

Social Work-Protective Services Supervisor (Children)

Office Receptionist Lead- Animal Shelter