Customer Service Specialist II – CASA

September 2, 2023
San Clemente, CA
Job Type



Coastal Animal Services Authority (CASA) is seeking a qualified individual to join the Animal Services Team as a Customer Services Specialist II. The ideal candidate will have experience in providing excellent customer service, have strong computer skills, and have a passion for animals.


The Customer Services Specialist II provides a wide range of routine and complex customer services to the public at the Animal Shelter's front counter and over the phone. These services include; communicate animal related laws, regulations, policies and procedures to the public; prepare applications and issue dog licenses; receive animal related violations and dispatch animal control officers to emergency and non-emergency calls; input data into the computer and animal services specific software program; balance and reconcile cash drawer; and perform a variety of clerical and administrative functions in support of CASA operations.

Supervision Received and Exercised:

Receives general supervision from assigned supervisory and management staff.

Essential Functions

Essential and other important responsibilities and duties may include, but are not limited to, the following:

Essential Functions:

  • Provide front counter assistance; explain policies and procedures of CASA; respond to and resolve customer concerns and issues.

  • Receive and process payments; input data into the computer; operate the cash register; compute change and issue receipts.

  • Balance and reconcile cash drawer; count and verify cash and related reports; maintain accurate records.

  • Maintain a variety of files and records; ensure information is current and accurate; research and retrieve files, as necessary.

  • Order supplies and equipment for assigned area.

  • Answer phone calls; provide information to the public.

  • Perform related duties and responsibilities as required.

  • Process transactions in specialized animal services software.

Typical Qualifications

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:


  • Three years of experience in customer service. Experience in an animal care environment or public services is highly desirable .


  • Equivalent to the completion of the twelfth grade.

Knowledge of:

  • Customer service techniques.
  • Basic accounting principles and practices.
  • Record keeping methods and techniques.
  • Cash handling techniques.
  • Modern office procedures, methods and computer equipment.
  • Principles of mathematics.
  • Pertinent federal, state and local animal laws, codes and ordinances.

Ability to:

  • Maintain tactfulness and courtesy in high stress situations.
  • Perform mathematical calculations accurately and quickly.
  • Operate a computer and software programs.
  • Interpret and explain CASA policies and procedures.
  • Type at a speed necessary for successful job performance.
  • Communicate clearly and concisely, both orally and in writing.
  • Maintain effective relationships with those contacted in the course of work.
  • Interact in a safe manner with a variety of animals.

Supplemental Information


Environmental Conditions:
Animal shelter and office environment; exposure to noise, dust, toxic chemicals, potentially hazardous situations

Physical Conditions:
Essential and marginal functions may require maintaining physical condition necessary for standing or sitting for prolonged periods of time.

All applicants must submit a completed Coastal Animal Services Authority application form and supplemental questionnaire in order to be considered. Applications will not be accepted by fax or email.

Applications must be submitted via the City's web site at All properly completed applications will be reviewed, and the most appropriately qualified individuals will be invited to continue in the selection process. Examinations for the position may consist of any combination of written, performance, or oral exams to evaluate the applicant's skill, training, and experience.

Prior to employment, the prospective candidate must successfully complete a background review, medical examination, including drug screen, and be fingerprinted, all at CASA expense. If selected, written identification showing entitlement to legally work in the United States will be required.

Employment decisions are made without regard to race, color, religion, national origin, ancestry, physical or mental disability, medical condition, marital status, sex, sexual orientation, pregnancy, childbirth, or related medical conditions, gender, gender identity, gender expression, genetic information, or age.

In accordance with the ADA, candidates that require accommodation to perform the tasks of this position should contact Human Resources to inform them of the accommodation requested.

NOTE: The provisions of this bulletin do not constitute an express or implied contract and any provisions contained herein may be modified or revoked without notice.

HOLIDAYS - The CASA presently recognizes 12 regular holidays, plus two floating holidays.

VACATION - Employees accumulate vacation at the rate of 104 hours per year increasing to a maximum of 176 hours based on years of service.

SICK LEAVE - Accrual of 8 hours per month.

INSURANCE - The CASA provides a comprehensive benefit package including employee medical, dental, vision.

LIFE INSURANCE - Value equal to two times annual earnings up to a maximum of $100,000.

DEFERRED COMPENSATION -Employees may elect to enroll in a voluntary plan and defer up to the IRS permitted annual maximum.

FLEXIBLE SPENDING ACCOUNT - Employees may participate in either or both of the Health Care or Dependent Care programs.

EMPLOYEE ASSISTANCE PROGRAM -Full-time employees and their dependents may utilize an EAP program which provides a variety of professional services.

RETIREMENT - CASA employees are members of the City of San Clemente's private retirement plan provided by Empower Retirement Services, and is subject to the Public Employees' Pension Reform Act (PEPRA). The City's retirement plan has reciprocity with CalPERS, OCERS, and various other California Public Retirement Systems. CASA employees do not participate in Social Security. The retirement formula for new employees is based on the category below that the new employee falls under. Employee contribution rates will be determined by the employee's classification and requirements under PEPRA.
Classic Member:

Retirement Formula: 2% @ 55

A new hire that has previously been a member of a reciprocal California public retirement system, only if the member continues his/her membership in all previous California public retirement system(s) by leaving his/her service credit and contributions (if any) on deposit, and the member enters into employment that results in membership in a reciprocal retirement plan within six months of separating from the most recent California public retirement system. Classic member status also requires the original membership date to be on or before December 31, 2012, in a California public retirement system in which reciprocity is established.
New Member:

Retirement Formula: 2% @ 62

A new hire who is brought into membership in the City of San Clemente Restated Employee's Retirement Plan for the first time on or after January 1, 2013, and who has no prior membership in any other California public retirement system. A new hire who is brought into membership in the City of San Clemente Restated Employee's Retirement Plan for the first time on or after January 1, 2013, and who is not eligible for reciprocity with another California public retirement system. A member who established membership in a California public retirement system prior to January 1, 2013, and who returns to service under the same or reciprocal California public retirement system on or after January 1, 2013, after a break in service of greater than six months.

Closing Date/Time: 9/14/2023 11:59 PM Pacific

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