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

Completion of high school supplemented by business coursework or an equivalent combination of education and experience
Minimum 3 years of diversified customer service experience navigating high-stress, complex, or emotional situations
Minimum 3 years of office, data entry, and detailed electronic record-keeping experience
Minimum 1 year of experience processing financial transactions, managing cash floats, and performing daily balancing or deposits
Direct experience handling cats, dogs, and other companion animals within a shelter, veterinary, or similar animal-focused environment

Assets:

Completion of the NAIT Veterinary Medical Assistant program or an equivalent credentials
Technical proficiency with Google Workspace, Shelter Buddy, POSSE, or iNovah software

Skills required for success:

Strong verbal and written communication skills with demonstrated attention to detail and analytical problem-solving skills
Exceptional de-escalation, conflict resolution, and active listening skills to manage sensitive or volatile public interactions with composure and sound judgment
Foundational understanding of the Animal Care & Control Bylaw, the Animal Protection Act, and privacy legislation (ATIA/POPA) with the ability to interpret guidelines fairly
Ability to interpret animal body language, apply Fear Free animal handling techniques, and maintain composure around unpredictable animals
Resilience and self-awareness to navigate vicarious trauma, compassion fatigue, and emotional complexities inherent in animal welfare work
Adaptability, time management, and the ability to work independently or collaboratively in a high-volume team environment
Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
Embracing a culture of equity, diversity, reconciliation, and inclusion

Conditions of Employment:

Hire is dependent on a Criminal Records Check (CRC) that is satisfactory to the City of Edmonton, and there may be a cost associated with this requirement
Ability to tolerate sustained exposure to cats, dogs, and other animals without severe allergic reactions
Ability to perform physical tasks, including standing for extended periods and lifting up to 50 lbs.
Applicants may be tested

Work Environment:

Due to the nature of this work, this position is not eligible for a hybrid work arrangement
The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement, and the incumbent will be notified in advance
Shift work requirements- Rotating schedule 6 days/week including Saturdays and the occasional Sunday Shifts are 8.89 hours with an unpaid lunch 5 shifts one week and 4 shifts the next. Shift is 9:00- 18:30
Availability to attend events during the evenings and weekends may be required from time to time
Primary work takes place indoors at the Animal Care & Control Centre in a high-volume public shelter setting
Regular exposure to animals, animal noise, and potential exposure to escalated or volatile public interactions
Exposure to environmental conditions, including noise
This role requires completion of repetitive and strenuous tasks such as [standing, walking, kneeling, bending, stooping, crouching, lifting items such as cat carriers and cat traps up to 50 pounds , pushing, pulling, reaching, repetitive strain from leash control of large dogs requiring physical stamina and resilience.
This is a public-facing role and requires engagement and interaction with diverse people from various backgrounds with different needs, expectations and emotional states.

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca. Learn more about our benefits https://bit.ly/COEbenefits

Up to 2 temporary full-time position for up to 11 months
This requisition is open to internal candidates only.

Hours of Work: 40 (9:00am-6:30pm on a 6 week rotating schedule which includes Saturdays)

Salary Range: $28.647 - $35.922 (Hourly); $59,814.940 - $75,005.140 (Annually)

Recruitment Consultant: PC/RA

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.