Customer Service Representative - Clerk II

As the primary public face of the Animal Care & Control Centre, Customer Service Representatives play a vital role in fostering safe, responsible, and compassionate pet ownership across our community. Operating on the front lines, you will navigate complex regulatory situations under municipal bylaws while delivering exceptional, high-integrity service—often during challenging or emotional moments.

This position seamlessly balances administrative precision, such as managing animal data records and processing intakes or releases, with de-escalation, professionalism, and empathy. By exercising sound judgment, adaptability, and unwavering patience, you will transform difficult interactions into positive outcomes. Ultimately, your work directly supports public compliance, community safety, animal welfare, and the successful reunification of pets in our city.

What will you do?

• Provide information to educate and guide community members on responsible pet ownership, animal welfare, City bylaws, policies, procedures, and relevant provincial legislation.
• Create, issue, maintain, and update pet license accounts across all channels, troubleshoot billing errors, mail pet tags, and follow up on delinquent or accepted accounts.
• Provide frontline customer service and employ de-escalation techniques during sensitive or high-stress situations involving pet illness, injury, loss, or aggressive behavior.
• Deliver compassionate support to vulnerable community members through resources, supplies, or referrals to partner organizations.
• Facilitate community reunification support by managing lost and found public posts on Shelter Buddy, making follow-up calls, and coordinating trap rental services.
• Assist individuals searching for lost pets, verify proof of ownership through documents or identification, and process animal releases in accordance with standard operating procedures.
• Safely conduct animal intakes by evaluating eligibility, assessing non-verbal body language, scanning for microchips using Fear Free methods, and housing animals appropriately.
• Coordinate equipment rentals, educate on humane trap usage, schedule intake appointments, and issue deposit refunds.
• Process financial transactions across multiple payment systems, maintain and balance cash floats, fulfill Cash Attendant duties, and prepare daily deposits.
• Maintain privacy compliance for internal and public records in accordance with Access to Information and Protection of Privacy legislation.
• Other duties as assigned.