Senior Animal Services Representative

Senior Animal Services Representative

Location: 12450 Ulmerton Road, Largo 33774

Schedule: Monday thru Friday 945-615 Some Saturdays as needed

***ONLY PINELLAS COUNTY GOVERNMENT EMPLOYEES IN THE ANIMAL SERVICES CUSTOMER SERVICES DIVISION MAY APPLY***

The Senior Animal Services Representative performs advanced customer service, clerical, and animal care duties in support of shelter operations. This role provides leadership, guidance, and support to the Animal Services Representative (ASR) team and acts as a liaison between staff and management. The Senior Animal Services Representative assists with training, scheduling, resolving escalated customer issues, and ensuring service excellence across the call center, intake, front desk, and greeter functions. This position requires a strong understanding of shelter policies and procedures, excellent communication and organizational skills, and the ability to multi-task in a fast-paced environment.

What Would You Do?

• Serves as lead support to Animal Services Representatives by providing guidance, mentoring, and assisting with day-to-day problem-solving;
• Oversees and ensures coverage and scheduling of Animal Services Representatives in all areas (call center, intake, front desk, greeters);
• Trains new Animal Services Representatives and provides ongoing coaching and performance feedback;
• Responds to and resolves escalated customer service inquiries, complaints, and complex service issues;
• Coordinates with shelter leadership to improve workflow, customer experience, and communication;
• Performs all standard Animal Services Representatives duties as needed, including animal intake, adoptions, returns to owner, and POS transactions;
• Ensures compliance with shelter protocols, licensing requirements, and customer service standards;
• Assists with data collection, reporting, and quality control of service performance metrics;
• May serve as acting lead in absence of the Customer Service Experience Manager;
• Void transactions in the shelter management system as needed, ensuring accuracy and compliance with financial procedures;
• Merge duplicate or related accounts to maintain accurate customer and animal records;
• Log and disseminate incoming checks received via postal mail and lockbox in accordance with department protocol;
• Serve as the lead worker on Saturdays, providing direction and support to Animal Services Representatives and the Saturday Manager;
• Performs other related job duties as assigned.

What Do you Need To Have?

Education and Experience:

Minimum 2 years of experience as an Animal Services Representative or equivalent role in a high-volume animal care or customer service environment; or High School diploma, trade school, or vocational training degree, diploma, or certificate that includes training or experience as described above; or an equivalent combination of education, training, and/or experience.  

• Florida Driver’s License or Florida Commercial Driver’s License and endorsement, if any.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
• Physical strength and agility to safely handle animals and perform tasks in a shelter setting.
• Exposure to personal risk during assignments causing periodic contact with hostile or diseased animals.
• Other knowledge, skills, abilities, and credentials required for a specific position.

Knowledge, Skills and Abilities

• Knowledge of shelter procedures, animal handling, and customer service techniques;
• Knowledge of business English, spelling, and punctuation;
• Knowledge of standard office practices, procedures, and equipment;
• Knowledge of safe handling of animals and ensures that they, colleagues, visitors, and other animals remain safe;
• Knowledge of the principles and practices of cashier functions;
• Knowledge of basic animal control procedures and techniques for the care and handling of animals;
• Knowledge and skills to restrain, handle, and care for animals in a humane manner;
• Skills in strong verbal and writte