Customer Service Manager

Customer Service Manager

The Customer Service Manager plays a vital role in advancing the mission of Maricopa County Animal Care and Control by leading the Customer Service Team and fostering collaboration across multiple departments. This position is responsible for overseeing and supporting customer service operations across multiple shelter locations, ensuring a consistent and high-quality experience for the public. The ideal candidate will thrive in a fast-paced, emotionally sensitive environment while managing staff, overseeing the intake of stray and owner-surrendered animals, processing lost and found reports, and facilitating the reunification of pets with their owners. Come apply to one of the largest animal shelters in the nation and help us make a difference!

Maricopa County Animal Care & Control employees are committed to animal welfare and strengthening the human-animal bond in our community. We are always looking to add talented individuals to our team, either at our West or East Valley Animal Care Center. As one of the nation's largest open-admission shelters, we work with our community to serve the animals and people of Maricopa County. Our adoptions, shelters, clinics, and animal services officer teams learn first-hand about proper care for homeless and stray animals and work hard to help find them new homes.

Proud To Offer:

• Work with a greater purpose
• Tuition reimbursement
• Exceptional work-life balance
• Opportunities for growth and development within Maricopa County
• Low-cost, high-value healthcare for you and your qualifying dependents
• Child care benefits, including access to our on-site center
• Paid vacation, sick time, and parental leave
• Extensive wellness program, including healthcare premium discounts
• Maricopa County participates in the Arizona State Retirement System

We Require:

• Three years of experience managing customer service teams and operations in a high-traffic front counter setting, ensuring exceptional in-person service
• Bachelor's degree in public administration, business administration, or a related field required
• Job-related experience may substitute for the education qualifications on a year-for-year basis

We Also Value:

• Experience with project management, auditing, and process improvement
• Four or more years of management or supervisory experience

Job Contributions:

• Oversee customer service operations across multiple shelter locations
• Oversee and evaluate intake protocols for stray and owner-surrendered animals
• Manage and continuously improve the Shelter Diversion, lost and found and Return-to-Owner (RTO) programs
• Supervise, support, and evaluate Customer Service Team members
• Develop and implement performance metrics for all Customer Service Division functions
• Conduct special projects and prepare reports or studies
• Oversee daily financial reconciliation processes
• Collaborate with internal departments to streamline operations
• Maintain a safe, organized, and efficient work environment
• Perform other duties as assigned

Working Conditions:

• Position is typically office or administrative work
• This position works in a busy, often noisy, office setting within an animal shelter
• Exposure to cleaning products used in animal shelters
• While performing this job's duties, the employee is regularly required to sit for long periods and occasionally stand and walk on all types of surfaces
• May be assigned to work at other shelter locations based on operational needs

Selection Procedure:

• Only the most qualified candidates will be considered
• Consideration will only be given to candidates who submit online applications
• Candidates will be contacted primarily through email and their Workday online application profile
• Must pass a pre-employment background and/or fingerprint investigation as required by statute or policy, including drug and alcohol testing requirements for positions designated as safety-sensitive

Maricopa County is an equal opportunity employer.