Customer Service Advisor - Clerk III

As the primary public face and technical backbone of the Animal Care & Control Centre (ACCC), Customer Service Advisors foster safe, responsible, and compassionate pet ownership across our city. Operating at the intersection of public service, compassionate care, and regulatory framework, you will navigate municipal bylaws and animal protection legislation to support both internal teams and members of the community. In this multifaceted role, you will balance administrative precision with deep empathy—managing complex animal intakes, tracing ownership, guiding specialty permit processes, and resolving escalated inquiries. You will serve as a calm, de-escalating presence during sensitive situations, helping to transform challenging, emotional interactions into positive outcomes through reunification, education, and community support. By applying sound judgment and values-based decision-making, you will play an essential role in maintaining operational excellence while preserving the human-animal bond.

What will you do?

• Serve as a subject matter expert to respond to complex inquiries transferred via 311, email, and front counter, providing technical guidance on animal bylaws and shelter procedures
• Conduct detailed ownership tracing using registries, veterinary records, documentation, and social media to reunite stray animals with their families
• Manage intake, release, trap rentals, microchip appointments, and specialty licensing processes including Urban Livestock, Vicious/Nuisance Dogs, foster licenses, and excess pet permits
• Liaise with Peace Officers, medical staff, emergency services, veterinary clinics, social service agencies, and rescue organizations regarding animal status, legal holds, and care conditions
• Process payments, calculate complex medical and kenneling fees, handle cash floats, balance deposits, and review eligibility for fee adjustments or refunds
• Provide compassionate, trauma-informed frontline service, utilizing proven de-escalation techniques during emotional or high-stress community interactions
• Safely handle, transport, and assess incoming animals using Fear Free handling methods and non-verbal animal body language recognition
• Assist community members experiencing grief, loss, or hardship by providing resources, aftercare options, and connections to support services
• Other duties as assigned