Animal Service Customer Care Representative - 2 Positions, Austin Animal Services (Pet Placement Division)

About This Position

Job Description:

Purpose:

Under limited supervision, this position is responsible for processing customer transactions related to animal placements, animal intake, animal reclaim, and cashiering. Responds to customer questions, inquiries, and complaints with the highest degree of courtesy and professionalism.

Duties, Functions and Responsibilities:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Advises and responds to complex customer inquiries regarding services, ordinances, and procedures related to sheltered animals and general animal welfare, including animal availability, service timelines, and fees, while accurately creating, updating and maintaining electronic records associated with customers and animals. 

• Communicates with customers in person and receives and responds to customer inquiries via email, fax, phone or 311.

• Contributes to the programs and services that support the shelter’s live outcome goal.

• Provides safe and humane handling of animals for the purposes of intake, inventory, behavioral assessments, environmental enrichment and promotional events, while adhering to disease management and safety protocols.

• Safely and humanely handles animals for purposes of intake, inventory, behavioral assessments, environmental enrichment, and promotional events.

• Collects payments by accepting cash, making change for cash customers. 

Responsibilities - Supervisor and/or Leadership Exercised:

• None.

Knowledge, Skills, and Abilities:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of good customer relations practices.

• Knowledge of animal services and animal related programs.

• Skill in handling multiple tasks and prioritizing.

• Skill in oral and written communication.

• Skill in handling conflict and uncertain situations.

• Skill in observation and classification of animals.

• Skill in using computers and related software applications.

• Skill in information analysis and problem solving.

• Skill in safely handling animals, including those with unknown temperament.

• Ability to work with frequent interruptions and changes in priorities.

• Ability to establish and maintain effective communication and working relationships with City employees and the public.

• Ability to make change for cash accurately.

• Ability to quickly recognize and interpret animal signaling.

Minimum Qualifications:

• Graduation from an accredited high school or equivalent, plus one (1) year of experience in a field related to customer service.

Licenses and Certifications Required:

• None.

Notes to Candidate:

The Animal Service Customer Care Representative role supports visitors, adopters, and pet owners with clear information, compassionate guidance, and efficient assistance. The job blends administrative tasks (phone calls, emails, etc.) with hands‑on interactions with our pets. It also requires confidently de‑escalating customers who may be in a heightened emotional state to ensure both people and animals remain safe and supported.

Preferred Qualifications:

• Demonstrated experience providing professional and courteous customer service, with internal and external customers, in a professional work environment.

• Demonstrated experience communicating, mediating and negotiating with customers to resolve complex customer services issues in a work setting.

• Demonstrated experience navigating ambiguity and adapting to a quickly changing work environment.

• Demonstrated experience working well under pressure in a professional work setting.

• Demonstrated animal handling experience in an animal-related field.

• Bilingual (Spanish)

Who Are We?
Austin Animal Services’ mission is to enhance the lives of pets and people by preventing animal homelessness, to help lost pets find their way home or find new homes, to provide education and resources to preserve the human-animal bond, and to administer animal-related ordinances to ensure public and animal safety, all while achieving a 95% live outcome rate for sheltered pets.

We offer outstanding benefits including several health and welfare benefits such as low-cost medical, dental, vision, paid leave, a highly competitive retirement plan, training opportunities, and more. Please click City of Austin Benefits for more information.

Regarding Your Application: Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications. A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job titles and employment dates for all jobs you wish to be considered. A cover letter and résumé are required but will not substitute for a complete employment application. Incomplete applications will not be considered. Please include contact information from previous employers.

Pay Rate: $23.13 - $26.26 per hour

Hours: 10:15 a.m. - 7:15 p.m.

Schedule is subject to change based on business needs.

This position will work 40 hrs. per week and requires working weekends with two weekdays off.

PLEASE NOTE: Austin Animal Services is not a 100% remote operation. This position is considered “essential;” employees may be required to report to work when the City of Austin offices are otherwise closed (bad weather, etc.).

Work Location: Austin Animal Center, 7201 Levander Loop, Bldg. A, Austin, TX 78702

If you are selected to interview: Military/Veterans must provide a copy of their DD214 at the time of initial interview to receive military/veteran interview preference.

If you are selected for hire: You must provide proof of education which may include your official college transcript, High School diploma, GED or equivalent degree and your professional licenses. A Criminal Background check (CBI) will be conducted.

Additional Information: Austin Public Health/Austin Animal Services’ worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any APH/AAS worksite – including construction sites, parking lot, or in any personal vehicle located on the premises.

90-Day Provision for Additional Vacancy: This posting may be used to fill other vacancies in other sections within the Division. Decisions on assigned section will be made at the time of hire based on business needs.

PLEASE NOTE: this posting may close any time after 7 days.

Essential Employee:
This position has been designated as an Essential Employee position. In the event of a city-designated extraordinary situation or emergency condition, essential employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees, as well as ensure the continuity of essential operations. Essential Employees may be called back in during such events, required to modify their schedule, assigned to a City-designated work site, or retained on-site to assist with operations and recovery.

Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once the position has been unposted, it will no longer be viewable.

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JOIN THE CITY OF AUSTIN TEAM

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation.

• Value and Innovation: Work in an environment where employees are valued, and innovation thrives.

• Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.

• Retirement Security: Plan for the future with the City of Austin Employees' Retirement System.

• Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure.

• Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support.

• Career Growth: Advance your skills and expertise with professional development and leadership opportunities.

• Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration.

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

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EEO Statement for City of Austin:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.