Customer Service Representative

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Department: Animal Care

Location: 3001 2nd St SW

Pay Range: $17.41 - $22.40

Close Date: November 28, 2025

Employees at Bernalillo County enjoy the ability to team up with each other to build a high quality of life for our county residents, communities, and businesses. In addition to being an organization with a strong focus on work-life balance, building a culture of flexibility, learning, and belonging the County offers many benefits. Employees of Bernalillo County enjoy many thoughtful rewards such as generous leave accruals;

career development opportunities; remote & flex-work options as appropriate; longevity pay; education assistance program; health benefits; lucrative retirement; and so much more.

The Customer Service Representative provides customer account and support services, research and conduct investigations into billing and account issues. Identify/verify or issue licenses, permits, verify vaccinations, or schedule animals for spay/neutering to ensure compliance with Animal ordinances. Assists the public or staff with identifying and releasing animals to appropriate owners, or with adoption process and update data on Animal Care database.

May identify, verify or issue licenses, permits or schedule appointments. Performing a full range of duties while exercising judgment and initiative with occasional instruction or assistance with new or unusual situations arising. Must be fully aware of operating procedures and policies of the work unit.

• Respond to inquiries in person, in writing and over the telephone in a courteous and exemplary manner; provide information within scope of knowledge or refer to supervisor or other personnel as necessary.
• Provide concise and accurate information to the public in regard to animal history, reclaim process, adoption process, Animal Care programs and events at the shelter. Inform them of department policies and procedures or County Ordinances.
• Refer public to appropriate agency or organization for services when necessary. Issue licenses, permits and process adoption, intake, reclaim and referral paperwork. Ensure accuracy and process of all paperwork in compliance with computer system and department procedures.
• Conduct detailed research on history of animal for licensing, permits, current vaccinations, spay/neutering, microchipping or compliance with County ordinances for reclaims, adoptions, renewals and court cases. Communicate findings to owner or staff to ensure all history is current and in compliance.
• Issue licenses, permits and process adoption, intake, reclaim and referral paperwork. Ensure accuracy and process of all paperwork in compliance with computer system and department procedures.
• Maintain department filing systems, records and databases.
• Responsible for receiving, accounting, reconciling and recording payment transactions for all fees associated with Animal Care Services.
• Perform basic bookkeeping/accounting duties; maintain petty cash fund.
• Assist the Veterinary staff in scheduling services for the public for spay/neuter, microchipping, vaccinations and educational programs to ensure availability.
• Review and verify daily transactions for quality assurance and accuracy of prior day data entry.
• Assist in preparation, distribution and processing of department mail and/or faxes.
• In certain roles, responsibilities may involve performing euthanasia tasks.
• Assist all professional staff with routine and/or clerical duties; and perform a variety of duties relative to the assigned area of responsibility.
• The above information is intended to outline the general nature and scope of the duties required for this position. It is not an exhaustive list and may vary depending on specific job assignments and responsibilities.

• Associates degree in Business or a related field
• One (1) year experience in a call center, customer service, working in the field of animal care and sheltering or in an office setting
• Any equivalent combination of related education and/or experience may be considered for the above requirements.

• Ability to work in the presence of animals.
• Broad knowledge of office procedures and methods including records management.
• Knowledgeable of the County's general geographic area.
• Excellent customer service and troubleshooting skills.
• Ability to greet customers with a friendly demeanor in stressful and emotional situations.
• Excellent organizational skills and ability to handle effectively multiple concurrent assignments, and activities.
• Proficiency in the use of Windows-based word processing, spreadsheet, and database software and in the development and maintenance of application data.
• Must have the ability to utilize computer systems to process and retrieve reporting information.
• Must have the ability to perform duties under stress.
• Must have the ability to communicate…