Customer Service Program Coordinator

Introduction

Are you looking to work with a dedicated group of people at a state-of-the-art animal shelter?

Click on the video link below to learn more about this amazing career opportunity.

Placer County is comprised of over 1,400 square miles of beautiful and diverse geography, ranging from the residential and commercial areas of South Placer, through the historic foothill areas of Auburn, Foresthill, and Colfax, and to the County's jewel of the North Lake Tahoe basin. Placer is a great place to live, work, play, and learn! For more information about Placer County, please visit www.placer.ca.gov.

POSITION INFORMATION

Join our Animal Services team as a Customer Service Program Coordinator!

The Animal Services Customer Service Program Coordinator provides direct supervision to clerical staff and helps guide the administrative functions that keep a busy animal shelter operating effectively. The ideal candidate is an organized and collaborative professional who can lead administrative operations while supporting programs that make a meaningful difference for animals and the community.

This position plans, prioritizes, assigns, supervises, and reviews the work of clerical staff who provide administrative support to shelter staff, customers, and volunteers. The coordinator is also responsible for evaluating administrative operations, including adoption and licensing programs, recommending process improvements, and preparing operational reports to help ensure efficient operations and consistent, high-quality customer service.

Key responsibilities include:

• Staff Supervision: Supervise, train, and evaluate clerical staff; coordinate daily assignments, monitor performance, and support efficient administrative operations.

• Program Administration: Evaluate shelter customer service operations, recommend process improvements, maintain program records, prepare reports, and oversee distribution of donated supplies.

• Customer Service: Respond to public inquiries, resolve concerns, and promote positive relationships with staff, volunteers, and community members.

• Community Outreach and Partnerships: Build relationships with rescue organizations, community partners, and the public; coordinate educational programs, outreach activities, and social media communications.

• Foster Program Coordination: Coordination of foster caretaker registration, animal placement, medical appointments, and support for animals requiring temporary or specialized care.

• Emergency Support: Assist with the coordination of community members and volunteers during emergency evacuations as needed.

Successful candidates will have experience working in a fast-paced animal services environment and will demonstrate strong skills in office administration, written and verbal communication, recordkeeping, customer service, problem solving, and managing multiple priorities. Knowledge of administrative procedures, report preparation, staff supervision, and continuous process improvement is highly desirable.

BENEFITS

Placer County offers a comprehensive benefits package to employees. The following information represents benefits currently available to permanent Placer County employees and may be subject to change. Applicants should inquire as to the most current benefit package during hiring interviews or by contacting the Human Resources Department.

Click here to view Placer Public Employees Organization (PPEO) benefits.

For more information regarding the benefits Placer County has to offer, please visit Placer County's Human Resources website.

DEFINITION

To plan, develop, direct, and coordinate the animal services volunteer program and community outreach efforts; recruit, train, assign, and supervise the work of volunteers and clerical staff; assist the Animal Care Supervisor with kennel operations; and perform related work as required.

DISTINGUISHING CHARACTERISTICS

This classification is primarily responsible for providing direction, supervision, and coordination of all volunteer services for Animal Services. This class differs from the Animal Care Supervisor class in that the latter is a full-time supervisor for both technical and clerical staff and has the full range of supervisory responsibilities, while this classification oversees volunteers and special programs and may supervise clerical staff. This class also differs from the Animal Care Attendant class by providing direction and training to volunteers and administration/coordination of special programs, whereas the Animal Care Attendant is focused on the direct care and feeding of animals.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from the Animal Care Supervisor.

May exercise technical and functional supervision over technical staff and direct supervision over clerical staff and volunteers.

EXAMPLES OF ESSENTIAL DUTIES

Duties may include, but are not limited to, the following:

• Participate in the selection of clerical staff; provide or coordinate clerical staff training; work with employees to correct deficiencies; implement discipline procedures.
• Plan, prioritize, assign, supervise and review the work of staff involved in providing administrative support.
• Evaluate operations and activities of assigned responsibilities; recommend improvements and modifications; prepare various reports on operations and activities.
• Recruit, screen, select, and oversee the training and retention of volunteers.
• Develop and maintain volunteer position descriptions, training materials, procedural guidelines, and the volunteer handbook; train volunteers in program procedures, proper animal handling techniques, shelter and building safety, shelter policies, applicable laws, and customer service techniques for dealing effectively with the public.
• Direct, supervise, and evaluate the performance of volunteers; monitor, evaluate, and provide feedback to volunteers to assure maximum program coverage and effectiveness; ensure volunteers comply with county and shelter policies and procedures; notify volunteers who are not appropriate for initial or continued service in an assignment.
• Provide assistance to the Animal Care Supervisor in coordinating a volunteer workforce in the event of an emergency response requiring animal evacuations.
• Respond to public inquiries and resolve situations that may arise involving programs or volunteers.
• Establish and maintain effective relationships with community members, non-profit animal rescue groups, local animal control agencies, youth and adult programs, special interest groups, and other organizations to facilitate cooperation and develop programs to benefit the shelter and the community.
• In conjunction with the Animal Care Supervisor and Animal Care Program Manager, schedule and provide volunteer classes in animal behavior, enrichment, and socialization, including the proper and humane handling and treatment of animals; lead monthly volunteer orientations and quarterly volunteer meetings.
• Assist with developing and implementing community education outreach programs, including animal behavioral training, animal care, shelter tours, and after adoption support; assist the Animal Care Supervisor with outreach to non-profit animal rescue groups for the placement of special needs animals.
• Manage and maintain organization of foster program by placing orphaned, pregnant, newborn, injured, sick, and under-socialized animals into private homes for temporary housing; recruit, train, and mentor foster volunteers; oversee organization of all foster programs and materials.
• May participate in the maintenance of the animal shelter facilities and grounds to ensure a clean, sanitary, and safe condition; cleaning and disinfecting of kennels and cages; feeding, watering, and grooming of animals; and provide first aid to wounded animals as needed.
• Working with the Animal Care Supervisor, carry out animal behavior modification plans for animals needing specialized training and support to improve their adoptability.
• Utilize the shelter’s volunteer management software, maintain volunteer records, assignments, training history, attendance records, current schedules, upcoming event recruitments, ongoing volunteer communication, and other pertinent files regarding volunteers.
• Ensure donated supplies and equipment are distributed based on program/organization priorities.
• Maintain, update, and develop content for social media platforms.
• Answer questions and provide accurate information to the public.
• Build and maintain positive working relationships with co-workers, other County employees, volunteers, veterinarians, other animal groups, and the public using principles of good customer service.
• Perform related duties as assigned.

WORKING CONDITIONS

Work is performed in an animal care facility with indoor and outdoor operations and animal noises and odors.

MINIMUM QUALIFICATIONS

Show Your Qualifications When applying, please be sure to clearly describe how your background meets each of the Minimum Qualifications listed below. This ensures our screening team can accurately evaluate your eligibility.

Experience and Training:

Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Experience:

Two (2) years of experience supervising, coordinating, or directing programs in a public animal control and services setting or animal welfare organization. Volunteer program experience highly desirable.

Training:

Equivalent to the completion of the twelfth grade.

Required License or Certificate:

May need to possess a valid driver’s license as required by the position. Proof of adequate vehicle insurance and medical clearance may also be required.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Principles and practices of leadership, motivation, team building, organization, and conflict resolution.
• Training concepts including techniques used in developing and conducting training programs and methods of learning.
• Principles and practices of animal sheltering, evaluation, and placement.
• Proper animal handling techniques.
• Methods and tools used in animal care and socializing/training shelter animals.
• Animal species, types, and breeds.
• Volunteer programs and services to include volunteer recruitment techniques.
• Federal, state, and local laws, ordinances, and codes related to the care, keeping, treatment, and impounding of animals.
• Customer service techniques for dealing with customers, often in a difficult or confrontational situation.
• English usage, grammar, spelling, vocabulary, and punctuation for both written and oral communications, including report writing and preparing correspondence, policies, and procedures.
• Standard office procedures, practices, equipment, computers, and software.
• The proper use of tools and equipment to protect oneself and others from animals.

Ability to:

• On a continuous basis, know and understand all aspects of the job; intermittently analyze work papers, reports, and special projects; identify and interpret technical and numerical information; observe and problem solve operational and technical policies and procedures; understand, recall, and explain related programs and standard procedures to others.
• On a continuous basis, sit at desk for long periods of time while preparing reports and other forms of documentation; intermittently walk, stand, bend, squat, climb, kneel, and reach while working in an animal shelter, making field visits, conducting clinics, or making educational presentations or demonstrations; twist to reach equipment surrounding desk or work areas; perform simple grasping and fine manipulation; use telephone and write or use a keyboard to communicate through written means; see and hear with sufficient acuity to examine and assess conditions and animal behavior; and occasionally lift very heavy weight.
• Work with the public during tense and emotional situations; calm hostile and emotionally distraught individuals; demonstrate tact, courtesy, patience, and sound judgement.
• Recruit, select, train, and evaluate staff and volunteers.
• Develop, implement, evaluate, and recommend improvements to volunteer programs.
• Develop, conduct and/or coordinate adoption, education, public relations, and outreach efforts and organize community events.
• Interpret and explain pertinent County and department policies and procedures.
• Manage a variety of simultaneous work projects and carry them through to successful completion.
• Determine the appropriate course of action in stressful and/or emergency situations.
• Communicate clearly and concisely, both orally and in writing.
• Work with various cultural and ethnic groups in a tactful and effective manner.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Prepare a variety of written communications to include reports, policies, and procedures.
• Maintain accurate records and logs common to animal shelter operation.
• Work shifts, standby, weekends, and holidays when necessary or as assigned.

SELECTION PROCEDURE

Training & Experience Rating (100%)

Applicants are required to complete a Supplemental Questionnaire, which serves as the examination for this recruitment.

• Evaluation: We use a pre-determined formula to score your responses related to education, training, and professional experience.

Accuracy: Please ensure your application and questionnaire thoroughly reflect your background, as these scores determine your ranking on the eligible list.

CONDITION OF EMPLOYMENT

Pre-Hire Requirements

Candidates must complete the following requirements before their start date if an offer is extended:

• DOJ Criminal Background Clearance: Successfully complete a fingerprint-based background check through the California Department of Justice.

• Medical Evaluation: Pass a pre-employment physical, which may include drug screening and/or a psychological evaluation.

• Oath of Office: Subscribe to the constitutional oath or affirmation as required for all public employees by the California Constitution.

• Employment Eligibility Verification: Provide original documents that establish both identity and the legal right to work in the United States, as required by the U.S. Citizenship and Immigration Services (USCIS).

Position-Specific Requirements

In addition to the above, some positions may require one or more of the following:

• Age Verification: Provide documentation verifying that you meet the minimum legal age requirements for this position.

• Background Check: Some positions require a background investigation. This may include a credit check, voice stress analysis, polygraph, and/or proof of bonding.

• Law Enforcement: Applicants for law enforcement functions must complete a conviction history questionnaire prior to or during the interview process.

• Medi-Cal Access/Licensing: Applicants with access to Medi-Cal billing software or who are licensed providers must clear the Federal Exclusion List, credentialing, and social security verification.

Failure to clear all requirements may result in an employment offer being withdrawn.

SUBSTITUTE LISTS

Substitute Lists

The eligible list from this recruitment may be used to fill vacancies in similar roles or lower-level positions within the same career series (e.g., journey-level vs. entry-level).

• Interviews: If contacted to interview for a similar role, the hiring department will provide the specific job details before the interview.

• No Risk: Choosing not to interview for a different classification will not affect your standing on the original list for which you applied.

EMPLOYEES OF OTHER PUBLIC AGENCIES

Public Agency Eligible List

If you are a current or recent employee of another public agency, you may qualify for an expedited application process. Visit our Employees of Other Public Agencies page to view eligibility requirements, download required forms, and submit an application.

EQUAL OPPORTUNITY EMPLOYER

Placer County is an equal opportunity employer committed to a workplace free from unlawful discrimination, harassment, and retaliation. All applicants and employees receive fair and equal consideration in every stage of employment. Employment decisions are based on job‑related qualifications and are not influenced by any protected characteristic under federal, state, or local law. Refer to our Equal Employment Opportunity Program and Policy Statement (PDF) for detailed information.

Applicants who need an accommodation during the recruitment or examination process should contact Human Resources at least five working days before the scheduled exam.

Conclusion

For questions regarding this recruitment, please contact Andrea Hamilton, Administrative Technician, at Ahamilton@placer.ca.gov or (530) 886-4664.