Customer Service Manager

Posting Date

Application Deadline

Pay Range

Job Type

Department

About the Position

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!

About Us

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 Maricopa County Kids Club, dedicated to serving Maricopa County families exclusively
• Paid vacation, sick time, and parental leave
• Extensive wellness program, including healthcare premium discounts
• Maricopa County participates in the Arizona State Retirement System. This defined retirement benefit requires a 12% monthly contribution rate and includes a 100% employer match on Day 1
• Learn more at Work With Us | Maricopa County, AZ

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. Create a high-performing team to ensure consistent service delivery and policy adherence. Model and reinforce professional, empathetic communication and resolve escalated customer concerns
• Oversee and evaluate intake protocols for stray and owner-surrendered animals, ensuring processes are efficient, humane, legally compliant, and aligned with organizational goals. Identify opportunities to streamline workflows and reduce intake-related bottlenecks
• Manage and continuously improve the Shelter Diversion, lost and found and Return-to-Owner (RTO) programs, ensuring accurate reporting, effective communication, and timely reunification of pets with their owners
• Supervise, support, and evaluate Customer Service Team members across multiple locations, including training, scheduling, daily oversight, and performance management. Monitor team metrics to identify trends, challenges, workflow improvement, and coaching opportunities
• Develop and implement performance metrics for all Customer Service Division functions and share with executive leadership to ensure efficient and effective operations
• Conduct special projects and prepare reports or studies as directed by the Chief Shelter Operations Officer and Deputy Director to support operational planning and improvement. Stay current on industry standards and best practices to inform recommendations and decision-making
• Oversee daily financial reconciliation processes, including reviewing transactions for accuracy, researching discrepancies, and maintaining accurate records
• Collaborate with internal departments (e.g., Field Services, Animal Care, and Adoptions) to streamline operations and support cross-functional goals
• Maintain a safe, organized, and efficient work environment, ensuring staff compliance with shelter protocols and customer service standards
• Perform other duties as assigned

Working Conditions

• Position is typically office or administrative work and is not substantially exposed to adverse environmental conditions
• This position works in a busy, often noisy, office setting within an animal shelter with close proximity to animals of all types
• Exposure to cleaning products used in animal shelters, and the smells associated with animal housing
• 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, sometimes slippery/or uneven, and rough
• 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.

Apply Now!