Call Center Specialist

Job Type: Full-time
Pay: $15/ hour
Work Location: On-site
Reports to: Senior Shelter Manager

Company Overview

Cincinnati Animal CARE (CAC) is a dynamic and progressive humane society in contract with Hamilton County to deliver exceptional animal services to our community. We enforce animal laws and prioritize public safety while striving to be a community resource providing education and support to the people and animals of Hamilton County. We value our team of compassionate, open-minded and resilient staff and volunteers who make it possible to care for 8,000 animals each year. We believe that lifesaving is a community ethic and implement a collaborative, holistic approach to animal sheltering and Dog Warden services.

Position Summary

The Call Center Specialist serves as the primary point of contact for the community, providing accurate, timely, and compassionate responses to inquiries, concerns, and complaints related to animals and shelter services. This role is essential in supporting Animal Control Officers and shelter staff by accurately documenting and relaying information, often in urgent or challenging situations.

The Call Center Specialist ensures high-quality service delivery, maintains thorough records, and follows established procedures to resolve issues effectively. Success in this role requires strong communication skills, sound judgment, and the ability to handle sensitive information professionally. The ideal candidate is reliable, collaborative, and committed to providing exceptional service to both the community and internal teams.

Responsibilities:

  • Respond promptly and professionally to all incoming calls from the public, providing accurate information about the organization and addressing concerns regarding neglected, abused, lost, or found animals.
  • Dispatch calls to Animal Control Officers with urgency and precision to ensure timely response to animal-related complaints and emergencies.
  • Offer guidance, troubleshooting, and support to community members seeking assistance with shelter services, including adoption, rehoming, and related programs.
  • Maintain thorough and accurate records of dispatch activities, including call logs, lost-and-found reports, follow-up logs, and other documentation critical to operations.
  • Collaborate effectively with staff across all departments to ensure seamless communication and service delivery.
  • Communicate with clarity, compassion, and professionalism through in-person, telephone, and electronic interactions, representing the organization with integrity and empathy.

Requirements:

  • Demonstrates reliability, integrity, discretion, and adherence to all organizational policies, procedures, and professional standards.
  • Strong oral and written communication skills, with the ability to actively listen, show compassion, and engage community members in a collaborative and non-judgmental manner.
  • Exercises sound judgment, tact, and diplomacy; remains calm, professional, and solutions-oriented in stressful, sensitive, or emotionally charged situations.
  • Provides high-level, empathetic customer service to community members, staff, volunteers, and external partners.
  • Proficient in Gmail, Google Docs, and Google Sheets; capable of learning new software systems, animal control ordinances, and related protocols quickly.
  • Flexible and dependable; able to work varied shifts including days, evenings, weekends, and holidays, with the ability to respond with urgency when needed.
  • High school diploma or equivalent required; prior experience in call center operations, dispatch, animal control, or law enforcement preferred.
  • Ability to handle confidential and sensitive information with professionalism and discretion.
  • Capacity to assess situations holistically, considering both immediate needs and long-term outcomes.
  • Knowledge of occupational hazards and the corresponding safety precautions necessary for the role.
  • Ability to act independently within established guidelines while maintaining accountability to team and organizational goals.
  • Must be at least 18 years of age.

Working Conditions:

  • While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk and hear. The employee is occasionally required to use hands to finger, handle, or operate objects, controls, or tools listed above; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
  • The employee must occasionally lift and/or move more than 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
  • While performing the duties of this job, the employee frequently works in outside weather conditions. The employee occasionally works near moving mechanical parts; in high, precarious places; and is occasionally exposed to wet and/or humid conditions.
  • The noise level in the work environment is usually moderate to high.
  • Exposure and handling unvetted animals and their waste is frequent.
  • Exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature and noise extremes, traffic hazards, pathogenic substances, zoonotic diseases and parasites, and animal bites.

Cincinnati Animal CARE provides equal employment and advancement opportunities to all employees and applicants for employment, without regard to race, color, religion, age, sex, pregnancy, gender, disability, national origin, ethnic background, citizenship, veteran status, sexual orientation, gender identity and expression or any other characteristic protected by applicable laws.

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