Call Center Representative

Title:  Call Center Representative

Department: Call Center / Dispatch

Position Reports to: Call Center Manager

Job Type: Full Time – 40 Hours

Classification: Hourly Non-exempt

 

Organizational Summary:

It’s an exciting time to join the Cincinnati Animal CARE team! Cincinnati Animal CARE runs Hamilton County’s animal services and Dog Warden operations. CAC is a national leader in progressive lifesaving and animal welfare. 

Job Summary:

As a Customer Service Representative/Dispatcher you will be the first line of communication that most of our community interacts with. You will be responsible for problem-solving, providing guidance and directing our community members to the place they can receive the most help. This person will also connect our Animal Control Officers to the shelter and alert them of all calls and complaints received. A great Customer Service Representative/Dispatcher will be able to provide high-level compassionate customer service, receive accurate and detailed data during at times challenging circumstances, and effectively and efficiently communicate that information to our Animal Control Officers and shelter staff.

A successful candidate must demonstrate the following characteristics:

  • Reliability
  • Strong and positive communication skills
  • Non-judgmental
  • Cooperative and collaborative
  • Sense of urgency
  • Good listener

 

Responsibilities:

  • To answer all incoming telephone calls, made by the public, in regard to general questions about the organization, as well as complaints, questions and concerns about animals that are neglected, abused, lost, or found. 
  • Dispatching the necessary calls to our Animal Control Officers in a timely manner to ensure that all calls concerning animals are being responded to. 
  • Provide community support and troubleshooting support to callers who need assistance that is shelter-related including adoption, rehoming, and related to other shelter services.
  • Maintain accurate records associated with Dispatch activities, Dispatch logs, lost and found animal reports, check-back logs, etc.
  • Interact with and collaborate with employees at all levels of the organization.
  • Demonstrate communication through face-to-face, telephone, and electronic interactions in a clear, understandable, compassionate, professional, knowledgeable, and respectful way.

 

Qualifications: 

Required

  • Demonstrate excellent oral and written communication skills and the ability to follow instructions as given in either form.
  • Ability to handle stressful and/or difficult situations as presented by customers, visitors, staff, and/or volunteers.
  • Ability to handle sensitive and or confidential issues in a professional and discrete manner
  • Ability to provide compassionate, high-level customer service. 
  • Ability to assess situations from a holistic perspective. 
  • Ability to exercise judgment, tact, and diplomacy.
  • Ability to operate a computer and knowledge of commonly associated software programs. 
  • Ability to work daytime, evenings, weekends, and holidays as assigned.
  • Adherence to the applicable provisions of Cincinnati Animal CARE’s Policies & Procedures, the HR Policy Manual, and any other procedures, rules, regulations and policies set forth by appropriate authorities.
  • Knowledge of the occupational hazards and corresponding safety precautions necessary for the safe performance of assigned duties
  • Ability to act independently within established guidelines
  • Must have personal integrity
  • Must maintain professional discretion
  • Be able to gain a thorough knowledge of animal control ordinances

Education and/or Experience

  • Must be 18 years or older
  • High school or equivalent (required)
  • Call Center, Dispatch, Animal Control, or Law Enforcement experience is preferred but not necessary
  • Ability to navigate gmail, google docs, and google sheets

Work Environment Considerations:

  • 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.

Benefits:

  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Life insurance
  • Paid time off
  • Retirement plan
  • Vision insurance

Physical Demands: 

  • 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 reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.

Work Environment: 

  • The noise level in the work environment is usually moderate.
  • Exposure to unvetted animals is frequent; basic knowledge of animal behavior and common sense is needed.

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.

Job Type: Full-time 

Pay: From $15.00 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shifts
  • Day shift
  • Holidays
  • Weekend availability
Job Category: Administrative
Job Type: Full Time
Job Location: 3949 Colerain Ave

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