Summary
OVERVIEW
This position is only open to current King County employees
The Regional Animal Services of King County (RASKC) is searching for their next
Pet Licensing and Customer Service Supervisor! As the Pet Licensing & Customer Service Supervisor you will supervise, coordinate, and evaluate the daily operations of pet licensing, the animal control call center, customer service, and functions may include front counter duties for RASKC. This position oversees staff responsible for pet licensing, animal control call center, customer inquiries, licensing compliance support financial transactions, pet licensing marketing and promotion and public-facing administrative services. This position ensures exceptional customer service, operational efficiency, regulatory compliance, and accurate processing of licensing and revenue functions while supporting the mission of helping people and pets. The incumbent supervises assigned staff, develops work processes, monitors performance metrics, resolves escalated customer concerns, and collaborates with shelter, field, veterinary, and administrative teams.
About Records & Licensing Services (rals)
The Records and Licensing Services Division (RALS) is a division of the Department of Executive Services.
RALS operates within a statutory framework that is prescribed by state law and county code. Many of the services administered by the division are mandated by state law, and are provided in King County on a regional basis across jurisdictional boundaries. RALS also provides certain local services to unincorporated King County and by contract with many local municipalities throughout King County. In addition, RALS is responsible for providing internal services that are necessary for purposes of business efficiency and meeting various legal responsibilities.
RALS Is Responsible For
- Recording documents related to real property sales and other transactions and making them accessible for members of the public, businesses, and other government agencies
- Collecting and dispersing real estate excise tax payments on the conveyance of real property in King County
- Providing licensing and information services and promoting public safety by administering and enforcing vehicle and vessel licensing and taxi and transportation network company (TNC) regulations
- Providing internal mail services and physical and electronic records management services to all county agencies
- Providing animal care and control services for the protection of property, human health, and safety and promoting responsible pet ownership and animal welfare through education and licensing programs via public and private sector partnerships
RALS is committed to service excellence and building an enduring legacy through continuous improvement. RALS uses Lean practices to improve our operations, programs, public and internal services, and employee safety. We accomplish this through an equity lens, creating a learning environment, and employee engagement.
To learn more about RALS, please visit our website at: https://kingcounty.gov/depts/records-licensing.aspx.
Job Duties
To be considered for this opportunity, you must at a minimum, demonstrate the knowledge, skill, and ability to:
Supervision and Leadership
- Supervise, assign, train, coach, and evaluate staff engaged in pet licensing and customer service operations.
- Establish performance expectations and provide ongoing coaching, feedback, and corrective action when necessary.
- Develop staff schedules and ensure adequate operational coverage.
- Foster a respectful, collaborative, and customer-focused work environment.
Pet Licensing Program Administration
- Oversee pet licensing operations, including issuance, renewals, compliance support, exemptions, and records maintenance.
- Ensure accurate processing of licenses, payments, refunds, and associated records.
- Monitor licensing trends, performance measures, retention efforts, and outreach effectiveness.
- Coordinate licensing communications including renewals, notices, reminders, and compliance-related correspondence.
- Assist in implementation of licensing initiatives to improve compliance and customer participation.
Animal Control Call Center Oversight
- Supervise and oversee daily operations of the Animal Control Call Center, ensuring timely, accurate, and professional handling of calls for service, complaints, licensing inquiries, animal welfare concerns, and general public requests.
- Monitor call intake quality, customer service standards, and adherence to established protocols for call prioritization, dispatch coordination, and information gathering.
- Ensure accurate documentation and entry of service requests, complaints, case information, and customer interactions into applicable systems.
- Coordinate closely with field services supervisors, animal control staff, shelter operations, and veterinary personnel to support effective response to community concerns and operational needs.
- Review trends, response demands, and service metrics to identify operational improvements, staffing needs, and customer service enhancements.
- Resolve escalated or complex customer concerns involving animal control services, enforcement inquiries, and sensitive community issues.
- Assist in developing and maintaining procedures, scripts, and training related to call-taking, customer interactions, and service request triage.
Pet Licensing and Animal Control Customer Service Operations
- Ensure delivery of professional, compassionate, and responsive customer service to a diverse population.
- Resolve complex or escalated customer complaints, concerns, and service issues.
- Support customer interactions involving adoptions, redemptions, licensing, citations, and shelter-related inquiries.
Customer Service Operations
- Supervise customer support functions.
- Ensure delivery of professional, compassionate, and responsive customer service to a diverse population.
- Resolve complex or escalated customer complaints, concerns, and service issues.
Financial & Administrative Oversight
- Ensure accurate cash handling, reconciliation, receipting, deposits, and financial documentation.
- Monitor accuracy of databases, records systems, and customer information.
- Maintain reports and operational metrics related to customer service and licensing activities.
- Ensure compliance with applicable County policies, financial controls, public records requirements, and confidentiality standards.
Collaboration & Program Support
- Coordinate with animal control, shelter operations, veterinary staff, and external stakeholders to improve customer experience and service delivery.
- Participate in outreach, community engagement, and licensing promotion efforts.
- Assist in policy and procedure development and continuous process improvement initiatives.
Experience, Qualifications, Knowledge, Skills
We are looking for candidates who:
Have Knowledge Of
- Principles and practices of supervision, coaching, and employee development.
- Customer service best practices and conflict resolution techniques.
- Cash handling, receipting, and financial accountability procedures.
- Public sector customer service and administrative operations.
- Pet licensing laws, ordinances, and compliance practices.
- Applicable software, databases, and records management systems.
- Principles of equity, inclusion, and respectful public service.
Are Skilled In
- Supervising, motivating, and developing staff.
- Managing multiple priorities in a fast-paced environment.
- Communicating effectively verbally and in writing.
- Resolving customer concerns professionally and tactfully.
- Reviewing records and maintaining accuracy and attention to detail.
- Analyzing operational issues and implementing improvements.
Have The Ability To
- Exercise sound judgment and independent decision-making.
- Build collaborative working relationships across teams.
- Handle stressful or emotionally charged situations professionally.
- Interpret and apply policies, procedures, and regulations.
- Maintain confidentiality and professionalism.
- Promote a positive, solutions-oriented workplace culture.
Supplemental Information
Work Location: This position is 100% on site at the Regional Animal Services of King County- 21615 64th Ave S. Kent, WA 98032.
Work Schedule: This position is Non-Exempt from the provisions of the Fair Labor Standards Act and therefore is overtime eligible. Employees are paid on a bi-weekly schedule, every other Thursday.
Union representation: This position is represented by Local 117: Teamsters Local Union No. 117 -- Professional & Technical and Administrative Employees
Are you ready to APPLY?
The recruitment for this position is open to
current King County employees. A completed King County Application is required.
We highly recommend that you also provide a resume and cover letter.
This recruitment is an effort to fill our immediate vacancies as well as create a hire list that will be used for any positions that become vacant within the next 6 months, including additional Term Limited Temporary (TLT) and Career Service (CS) positions.
If you have any questions, please contact
Karina Cordova, by e-mail at kcordova@kingcounty.gov or by phone at 206-848-0395.
Forbes named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
Benefits
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Excellent medical, dental, and vision coverage options: King County provides eligible employees with options, so they can decide what’s best for themselves and their eligible dependents
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: eligible King County employees may participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 12 paid holidays each year plus two personal holidays
- Generous vacation and paid sick leave
- Paid parental, family and medical, and volunteer leaves
- Flexible Spending Account
- Wellness programs
- Onsite activity centers
- Employee Giving Program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
For additional information about employee benefits, visit our Benefits, Payroll, and Retirement Page.
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
01
Are you applying to this position as an eligible Priority Placement Program Participant who is a current or previous King County Employee impacted by layoff? AND Is this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff? AND Do you possess the skills and abilities to qualify for this position?
- Yes, I was given a layoff notice from my Career Service role at King County and I am within two years of the effective date of my layoff. Additionally, the position I was laid off from was the same or a higher percentage of FT status when compared to this one.
- No.
02
If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided: 1. The title you held when you received your layoff notice 2. The department you worked in 3. The effective date of your layoff
