Animal Care Assistant I - Call Center

Pima County • Tucson, AZ

10d • Onsite

About The Position

Pima Animal Care Center (PACC) is looking to add an Animal Care Assistant I to our Pet Resource call center. In this position you will be answering a high call volume and field all incoming calls to the shelter. This will include owners seeking resources to keep their pets, scheduling animal surrender appointments, and receiving calls from the public reporting alleged animal misconduct. In this fast-paced role, you will dispatch Animal Care Field Officers and provide resources to those in distress. If you love helping animals and enjoy working in a fast-paced call center, this position is for you. PACC is open 7 days a week. All positions are required to work mornings, evenings, weekends and some holidays. Schedule rotation may be required. This team currently works four ten-hour shifts from 5am-3pm and 11am-9pm, ability to work all shifts is required. Training hours may differ and are subject to change.

Requirements

• High school diploma or General Education Development (G.E.D.) certificate
• Qualifying education and experience must be clearly documented in the "Education" and "Work Experience" sections of the application. Do not substitute a resume for your application or write "see resume" on your application.
• Some positions require a valid Arizona Class D driver license at the time of application or appointment.
• The County requires pre-employment background checks. Successful candidates will receive a post-offer, pre-employment background screening to include verification of work history, education, and criminal conviction history.
• Constantly operates a computer and other office equipment and headset.
• Frequently remains in a stationary position.
• Works with shelter animals.
• Regular use of headset for phone calls.
• Other physical and sensory abilities will be determined by position.
• Action Activity - reaching
• Motion Activity - grasping
• Hearing Activity - in noisy areas, on a radio, behind themselves and equipment alarms
• Speaking Activity - in person, on the phone, on a radio
• Vision - may be required to operate motor vehicle; must be able to distinguish colors, have depth perception and have peripheral vision.

Nice To Haves

• Minimum one (1) year experience working in a call center.
• Minimum six (6) months experience working as a dispatcher.
• Minimum one (1) year experience providing customer service.
• Bilingual (English/Spanish).

Responsibilities

• Handles a high volume of live calls with members of the public while also monitoring and maintaining multiple voicemail inboxes
• Responds to public and staff inquiries via phone or email and provides information to resolve problems regarding pet ownership or various crisis situations
• Maintains specialized databases, inputs and retrieves data while also keeping thorough records
• Demonstrates exemplary customer service
• Coordinates, schedules and manages appointments on behalf of community members surrendering their pets to PACC
• Coordinates and communicates program activities with other units within the department
• Approves and distributes grant funding on behalf of qualifying applicants for services provided by partnered organizations or businesses
• May act as program/department representative at community events providing various program resources and information to pet owner’s facing hardships
• May train new employees

Benefits

• Pima County determines whether a position is eligible for visa sponsorship at the time of recruitment. Eligibility is based on the requirements of the position and applicable laws and regulations. Not all positions with Pima County are eligible for visa sponsorship.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED