Customer Care Manager (Management Analyst I)

Fairfax County Animal Services

Job Description

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-overv…).

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.

This is a full time job