Customer Service Specialist - WCRAS

Williamson County; Georgetown (TX); On-site; USD 32,000 - 52,000; Full time

Job summary

Williamson County's Animal Services is seeking a dedicated Customer Service Specialist to serve as the main contact between the community and the shelter. This role supports adoption, licensing, and reunification efforts while handling calls, emails, and website chat with professionalism.

The ideal candidate provides compassionate assistance, maintains accurate records, and collaborates with shelter staff to promote lifesaving outcomes and positive community relations.

Qualifications

• High school diploma or equivalent required.
• 1 year of experience in customer service, call centers, or public-facing roles.
• Knowledge of Microsoft Suite and related technology.

Responsibilities

• Respond to incoming phone calls, emails, and website chat messages in a timely, courteous, and professional manner.
• Provide accurate information regarding animal services, adoption procedures, licensing, lost and found pets, community resources, and shelter programs.
• Provide compassionate assistance to community members in stressful or emotional situations involving pets.
• Assist with reporting lost or found pets and guidance on reunification resources.
• Support adoption and foster inquiries with information on available pets and next steps.
• Monitor website chat platforms during assigned hours for real-time support.
• Triage inquiries and route calls or messages to appropriate staff.
• Document interactions in the designated management system.
• Escalate complex or sensitive situations to the Animal Services Supervisor when appropriate.
• Maintain clear communication with internal staff for efficient resolution.
• Collaborate with shelter staff to foster a positive relationship between the organization and the community.
• Maintain knowledge of shelter policies, procedures, and programs.
• Support the shelter’s lifesaving mission by promoting public engagement and collaboration.
• Perform other administrative or customer service duties as assigned.

Skills

Customer service

Education

High school diploma or equivalent

Tools

Microsoft Suite

Job description

Reporting directly to the Animal Services Supervisor, the Customer Service Specialist serves as a primary point of contact between the community and the Animal Shelter. THIS POSITION IS FUNDED TO BEGIN AFTER OCTOBER 1, 2026.

• Respond to incoming phone calls, emails, and website chat messages in a timely, courteous, and professional manner
• Provide accurate information regarding animal services, shelter programs, adoption procedures, licensing, lost and found pets, community resources, and other shelter-related programming
• Provide compassionate assistance to community members who may be experiencing stressful or emotional situations involving pets
• Assist community members with reporting lost or found pets and offer guidance on available reunification resources
• Support adoption and foster inquiries by providing information on available pets, program requirements, and next steps
• Monitor and respond to website chat platforms during assigned hours to provide real‑time customer service support
• Triage customer inquiries and route calls or messages to the appropriate staff or department when necessary
• Document customer interactions and service requests in the designated management system
• Escalate complex or sensitive situations to the Animal Services Supervisor when appropriate
• Maintain clear and consistent communication with internal staff to ensure efficient resolution of inquiries
• Collaborate with shelter staff to help foster a positive and cooperative relationship between the organization and the community
• Maintain current knowledge of shelter policies, procedures, and programs
• Support the shelter’s lifesaving mission by promoting positive public engagement and encouraging collaboration between community members and the shelter
• Perform other administrative or customer service duties as assigned

ORGANIZATION RELATIONSHIPS

• Reports directly to – Animal Services Supervisor

Direct Reports – No

PHYSICAL DEMANDS

• Position involves prolonged standing, walking, twisting, bending, stooping, kneeling, reaching, pushing, pulling, and other fine motor repetitive motions?
• Position requires grasping, repetitive hand movement, and fine motor coordination?
• Position involves lifting and carrying of animals and equipment weighing up to fifty (50) pounds, or up to one hundred (100) pounds with assistance, and exertion of up to twenty-five (25) pounds of force to move objects?
• Position involves hearing and/or seeing alert cues regarding animal and staff security?
• Position involves maintaining composure in a high‑stress environment

ENVIRONMENTAL FACTORS

• Work tasks are conducted indoors and outdoors?
• May work outside in inclement weather, including extreme heat, cold and wet conditions?
• Frequent handling of animals, including contact with waste and blood?
• Exposure to unpleasant smells and a noisy and wet environment associated with a shelter?
• Frequent exposure animals that are agitated or injured that may attempt to bite or scratch
• Position involves working in a high‑volume, fast‑paced environment
• Position involves working with distressed individuals

IRREGULAR HOURS

• Flexibility to work evenings, weekends, and holidays is a schedule requirement
• May be deemed essential personnel for emergency situations, at discretion of Director

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. This job description is subject to change as the needs and requirements of the job change.

• High school diploma or equivalent
• One (1) year previous experience in customer service, call centers, or public-facing roles
• Knowledge of Microsoft Suite and industry related technology

LICENSES AND CERTIFICATIONS

Required within thirty (30) days of employment

• Valid driver’s license

PREFERRED QUALIFICATIONS

• Experienceworking or volunteering with animal welfare organizations?
• Bilingual (Spanish)

EMPLOYMENT TESTING

Employment is contingent on passing any post‑offer pre‑employment screening as listed below:

• Criminal background check: Yes
• Motor Vehicle Record check: Yes
• Drug screening: Yes
• Physical exam: No
• Psychological exam: No
• Additional: N/A

Williamson County is an Equal Opportunity Employer and complies with the Americans with Disabilities Act and Uniformed Services Employment and Reemployment Rights Act (USERRA). If you require an accommodation in order to apply for a position, please request assistance from the Human Resources Department.

TOBACCO FREE WORKPLACE POLICY

Williamson County is a tobacco free workplace. The use of tobacco products (e.g., cigarettes, cigars, pipes, snuff, chew, etc.) and Electronic Nicotine Delivery Systems (ENDS) (e.g., vapor, e‑cigarettes, etc.) is prohibited on all Williamson County premises. Employees who violate this policy are subject to appropriate disciplinary action up to and including termination of employment.