Customer Care Manager (Management Analyst I)

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 we're very proud of our excellent volunteer and foster programs, compassionate staff, progressive animal services policies and practices, and our wonderful animal-loving community. Please visit our website here.

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 (https://www.fairfaxcounty.gov/demographics/fairfax-county-general-overview).

(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.

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following: (Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")

Graduation from an accredited four-year college or university with a bachelor's 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. This class can serve as a bridge class enabling individuals who do not meet the educational or professional experience standards listed above to qualify for this class by possessing 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:

• Valid Driver's License (Required at the time of application)

• Fear Free Shelter Certification is required within three (3) months of employment, with recertification as required.

• Three or more years of experience supervising and training employees.
• Three or more years of experience working in an animal-related capacity.
• Three or more years of experience providing customer care in a fast-paced environment.
• Demonstrates an understanding of progressive animal welfare best practices.
• Experience using Microsoft programs and shelter data management software.

• Ability to work a varied schedule, including early mornings, evenings, weekends, and occasional holidays will be required.
• Ability to work outdoors as well as indoors and be subject to variable weather conditions and exposure to potentially infectious diseases, viruses, noxious fumes and chemicals or allergies, as well as wetness and moisture. Must not have allergies to animals or animal supplies (ex: hay, peanut butter, etc.) that will impede working in an animal environment.
• Create materials and operate equipment necessary to complete work tasks.
• Drive personal or county vehicle for special events, outreach events, and travel between all DAS facilities and/or locations to meet the ongoing business needs of the organization.
• Engage with residents, businesses, visitors, staff, volunteers, and others in person, via e-mail, and over the phone. Deliver presentations and/or testify in person and virtually.
• Maneuver safely in kennels, dog play yards, cat rooms, small animal rooms, off-site events, etc.
• Must be able to perform essential job functions (reasonable accommodation may be made on a case-by-case-basis).
• Work is generally sedentary; however, employee is required to walk, stand, sit, bend, kneel, and climb stairs, and be comfortable doing these activities for extended periods of time; lift, carry, and move up to 50 pounds; use hands to grasp, handle, and feel; and talk, see, and hear.
• All duties performed with or without reasonable accommodations.

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 (https://www.fairfaxcounty.gov/demographics/fairfax-county-general-overview).

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.

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