Customer Service Supervisor

Roanoke County   Roanoke, VA   Full-time     Call Center / Customer Service
Posted on August 5, 2022
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Performs responsible clerical and administrative work supervising the front desk operation of the RCACP.  Manages daily administrative operations and oversees the adoption application process and required paperwork.  Performs other duties as assigned.


  • Provides humane treatment of all animals at all times.
  • Resolves problems related to day to day support operations and serves as backup Kennel Supervisor.
  • Monitors compliance with Operating procedures and Virginia state code.
  • Performs monthly physical animal inventory with Front Desk Staff.
  • Participates in staffing decisions and disciplinary actions.
  • Provides performance feedback and appraisals for Front Desk Staff.  
  • Conducts weekly, quality assurance checks of data entry input by front desk personnel.
  • Performs weekly transaction audit report in ShelterNet and corrects any errors prior to monthly inventory.
  • Completes credit card reconciliation for all RCACP assigned cards monthly.
  • Completes DAX invoice daily with appropriate report for adoption, redemption and sale of items. 
  • Performs computer processing duties including Animal Shelter Net data entry, retrieval and routine computer operations.
  • Provides the front desk staff with a monthly schedule.
  • Acts as a back-up to the front desk staff when staffing shortages exist and during breaks and vacations.
  • Performs cleaning tasks as needed to include but not be limited to, mopping hallways, emptying trashcans, and cleaning kennels.
  • Prepares deposits of pick up and board fees, donations, adoption fees, and all other monies collected daily. 
  •  Organizes all intake and disposition records on a daily basis and maintains documents per Records Retention procedures as designated by the Library of Virginia Retention Schedule.
  • Prepares office supply orders for approval by the Director of Operations, maintaining sufficient quantities.
  • Maintain professional relationships with animal control personnel, animal welfare organizations, volunteers and coworkers
  • Provide alternatives to pet owners seeking to relinquish their animals.
  • Provides back up to the Kennel Manager for days off and vacations
  • Provides oversight to volunteers, when needed.



Required: High School Diploma or equivalent.
Preferred: Associates degree or equivalent experience.

Required: Experience providing customer service, data entry and the handling of monetary transactions. Substantial knowledge and experience with Microsoft Office. Experience working with animals.
Preferred: Supervisory experience and knowledge of Roanoke County policies and procedures
Certifications/ Licenses
Required: Valid Virginia Driver's License
Knowledge, Skills and Abilities
  • General knowledge of standard office practices and procedures
  • Proficient in the use of computer software such as Microsoft Office
  • Ability to exercise tact and diplomacy
  • Ability to schedule and organize the work of others
  • Ability to communicate orally with a variety of people in person and by telephone
  • Ability to establish and maintain effective working relationships with others
  • Ability to provide detailed instructions, follow-up and evaluate work tasks.
  • Ability to keep accurate records, routine accounting documents and follow established procedures
  • Ability to multi-task and focus in a distracting environment
  • Able to work in a stressful environment.
  • Knowledge of animal behavior.


Additional Requirements

Subject to a complete criminal history and Child Protective Services background search with acceptable results.  Good physical condition.  Following a conditional offer of employment, must pass a post offer physical examination. Must be able to perform the job as described in the Physical and Environmental Demands section of this job description.

Supervisory Responsibilities
Supervises front desk staff. Provides minimal supervision to volunteers, when needed.


Full-time employees are eligible for a comprehensive benefit package that includes:

• Progressive Flexible Leave Plan with cash-in option
• Twelve paid holidays
• Short Term Disability Insurance
• Long Term Disability Insurance
• Health, Vision and Dental Insurance
• Life Insurance
• Flexible Spending Accounts - Medical and Dependent Care
• Virginia Retirement System - Membership in VRS is automatic upon hire into a covered   position.  County contributes and employees pay their membership contribution.
• Deferred Compensation Plan with County Match
• Employee Assistance Program
• Credit Union Membership