Pet Resource Counselor (customer Service Representative)

Pet Resource Counselor (Customer Service Representative)

Salary: $19.56 - $22.50 Hourly

Location: Norfolk, VA

Job Type: Permanent Part-time

Job Number: 13569

Department: General Services

Division: Animal Care Center

Opening Date: 10/10/2025

Closing Date: 10/20/2025 11:59 PM Eastern

Job Description

The City of Norfolk's Department of General Services, Animal Care & Adoption Center is seeking a part-time Customer Service Representative to serve as a primary point of contact for visitors of the shelter. The ideal candidate for the position will exhibit high levels of customer service and clerical skills.

This position involves answering and processing all animal related questions via a multi-line phone and general email inquiries, billing and collection duties, reconciliation of accounts, and maintaining account receivables. The Customer Service Representative processes all animal intakes and adoptions at the shelter as well as scheduling medical procedures. Performs general clerical duties and assists other staff members as needed.

Essential Functions

Responsibilities of the position include but are not limited to:

• Serves as the first and last point of contact for the shelter creating an inviting and educational environment for the public.
• Answers inquiries via phone and email regarding shelter services, hours of operation, donations, trap rentals, city animal licensing, and local low cost Spay/Neuter and veterinary services.
• Requires the ability to handle incoming animals humanely while accurately determining the animal's breed, sex, and approximate age and weight.
• Ability to learn and utilize shelter management software systems to process stray and surrendered animals from the public and animal control as well as process adoptions, donations, basic accounting and sheltering reports.
• Receives and collects both cash and credit payments for services provided at the shelter. Ability to process the proper change with cash transactions.
• Ability to perform daily fund reconciliation and accounting reports.
• Requires the ability to operate general office equipment.
• Requires the ability to read and understand standard operating procedures, adoption contracts, registration cards, cage or kennel cards, and medical sheets or prescription dosage on medications for the animals.
• Requires the ability to write adoption contracts, quarantine paperwork, complete registration cards and time slips.
• Requires the ability to stand or sit for long periods; to bend, crouch, and/or kneel repeatedly; to lift and carry a minimum of 50 pounds.
• This is an Essential position; incumbent will be required to report to work during inclement weather when the City is closed.

Education/Experience

Work requires knowledge necessary to understand basic operational, technical, or office processes. Level of knowledge equivalent to four years of high school or equivalency.

Required:

Six months experience.

Preferred:

Education or experience in Veterinary Technology, Veterinary Science, Animal Care or a closely related field

Additional Information & Requirements

Work Schedule:

Hours are scheduled Saturday through Friday, 24 hours per week. Hours may require additional flexibility, nights, holidays and weekends.

Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.

Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.

Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.

Retirement:

If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant's school of enrollment must be an accredited institution.

NOTE:

The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job @type.

Non-City:

Positions listed with a job @type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.