Intake/ACO Coordinator

City of Richmond, Virginia; Chamberlayne (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

Join the City of Richmond as an Intake/ACO Coordinator, where you will provide essential customer service and administrative support to the Office of Animal Care and Control. This role requires direct interaction with the public, managing inquiries related to animal intake while ensuring compliance with operational guidelines. The city offers a supportive work environment with growth opportunities and various benefits, including tuition assistance and retirement plans.

Benefits

Tuition Assistance Program

Virginia Retirement System (VRS)

Language Incentive

Referral Bonus

Qualifications

• Three years of providing direct customer service, intake, and/or dispatching for Animal Control Officers.
• Experience with standard office equipment and software.
• Ability to maintain confidentiality and demonstrate excellent customer service.

Responsibilities

• Provide customer service and assist with animal intake and care.
• Manage payments and administrative tasks using the Shelterbuddy system.
• Ensure compliance with operational guidelines for animal intakes.

Skills

Customer service

Data entry

Problem-solving

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Shelterbuddy System

Job description

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About

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• T uition Assistance Program
  
  

Description

This is a closed recruitment. Only current City of Richmond employees will be considered.

The City of Richmond Office of Animal Care and Control seeks a dynamic, enthusiastic, and hardworking person to join its team as a Administrative Technician, Senior (Intake/ACO Coordinator) .The individual provides front-line customer service, citizen assistance, and revenue processing activities. The selected individual provided standard information, customer service, and revenue transaction processing by following prescribed procedures and instructions. The incumbent is responsible for answering phones, responding to emails or other written messages, researching customer questions and account inquiries, collecting and processing assigned payments, receiving and reconciling payments, performing daily batch processing and office opening and closing such as setting alarms and cash security, preparing daily deposits or assisting with deposit preparation. The incumbent assists with monthly audits, balances petty cash, setup or cancel accounts. The individual provides information about policies and procedures to customers, prints out bills, runs standard reports, performs data entry into the financial system, remittance system and spreadsheets. The incumbent operates a variety of equipment such as cash register, printer, copier, fax machine.

This position is designated as Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.

Duties include but are not limited to

• Responding to customer questions, requests, inquiries, complaints and safety concerns via the telephone, email, correspondences or in person with appropriate resolutions, and results
• Providing information to internal and external customers via telephone calls, e-mails and/or visits
• Assisting with adoption application approval /housing checks/registering of microchips
• Ensuring legal compliance of procedural and operational guidelines of all animal intakes as well as Redemptions
• Updating animal status in Shelterbuddy
• Managing the Lost & Found Program, including all correspondence with potential owners of lost pets and strays housed in the Shelter and photography of incoming animals and uploading to Shelterbuddy
• Assisting with website animal descriptions
• Assisting ACO Officers and Director with admin duties for court, reporting and policy updates.
• Maintaining paperwork flow and administration of systems at the front desk
• Providing oversight of the lobby organization
• Entering, reviewing, and approving City pet licenses, breeder, and urban chicken permits into Shelterbuddy system
• Implementing associated programs to improve the City pet licensing program
• Compiling animal profiles/medical paperwork for off-site adoption events and off-site adoption locations
• Assisting with intake vaccinations, behavior assessments, supervise volunteers,Shelterbuddy updates (medical, behavioral, physical traits, movements, etc.), and contacting microchip companies when chipped animals are identified
• Negotiating payment arrangements on pay later accounts and establishing budget plans
• Working on assigned special project teams within the City, DIT or the Call Center
• Assisting with uniform ordering and uniform budget meetings
• Assisting with dispatching animal control calls
• Assisting with animal outgoing Shelterbuddy transfers to partner or rescue groups
• Monitoring and scheduling owner surrender appointments
• Compiling and updating shelter forms as it relates to departmental policies and procedures
• Ensuring proper data is updated and displayed on kennel cards
• Performing other related duties as assigned
  
  

Qualifications, Special Certifications And Licenses

MINIMUM TRAINING AND EXPERIENCE:

• High School Diploma or GED
• Three years of providing direct customer service, intake, and/or dispatching for Animal Control Officers
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
  
  

LICENSING, CERTIFICATIONS, And/or OTHER SPECIAL REQUIREMENTS

• None required
  
  

Knowledge, Skills, And Abilities

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

Knowledge (some Combination Of The Following)

• English language and grammar
• Experience with standard office equipment such as office machines, multi-line phone, computers, copier, fax, scanning machine, etc.
• Experience with software such as Microsoft Word, Excel, and Outlook
• Basic arithmetic calculations and mathematics
• Administrative and clerical procedures such as word processing, managing files and records, and designing forms
• Administrative and clerical procedures, and business principles
  
  

Skills (some Combination Of The Following)

• Entering data accurately
• Maintaining confidentiality
• Utilizing critical thinking and analytical skills to solve problems
• Demonstrating excellent customer service
• Data entry
• Customer service
• Oral and written communication
  
  

Abilities (some Combination Of The Following)

• Follow established procedures
• Pay attention to detail
• Work efficiently in a fast-paced environment
• Work independently with little supervision
• Work and support a team/staff
• Multi-task
• Use sound judgment and make important decisions
• Prioritize multiple responsibilities
• Summarize notes and requests in a concise manner
• Compose written, professional correspondence
  
  

Americans With Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS:Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT:Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly work with one's fingers, talk, hear, see, and use repetitive motions; frequently walk; and occasionally stoop, crouch, crawl, reach, stand, push, pull, lift, grasp, and feel. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary (exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects), but may differ based on area of focus. The working conditions may contain environmental hazards, depending on area of focus.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Jessica McKenzie, Human Resources Manager by email at [e-mail] .

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

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