Animal Services Representative

City of Mission Viejo•Mission Viejo, CA

1d•Onsite

About The Position

The Mission Viejo Animal Services Center is seeking a candidate with a passion for animals, demonstrated office experience, and strong customer service & leadership skills to serve as our next Animal Services Representative. There is one (1) full-time vacancy scheduled to work forty (40) hours per week. The employee will be assigned to one of the following areas: Licensing, Dispatch, or Public Counter. Employees may be rotated within the job classification, as needed, to perform duties in any of the three (3) areas listed above. While the primary work schedule for this position will be Sunday through Thursday 8:00 a.m. to 4:30 p.m., the schedule may cover scheduled absences of coworkers or due to emergency situations. Hours can be scheduled any time between the hours of 8:00 a.m. to 5:00 p.m., Sunday through Saturday, including holidays. The actual work schedule will be based on the needs of the City for the particular work week. This is an FLSA non-exempt position and is entitled to overtime.

Requirements

Equivalent to the completion of twelfth (12) grade supplemented by two (2) years of related experience in animal services and/or clerical work.
Proficient in the use of computer applications such as Word, Excel, Outlook and has the ability to quickly learn new programs such as Chameleon animal services software and Motorola dispatch equipment.
Proven experience in data entry, accounting, and collections, with strong attention to detail and the ability to manage financial records accurately and efficiently.
Knowledge of pertinent State and local laws, codes, and regulations.
Knowledge of modern office practices, methods and computer equipment.
Knowledge of Word processing methods, techniques and programs; general accounting methods, procedures, and terminology; database and spreadsheet applications and programs.
Knowledge of principles and practices used in dealing with the public.
Knowledge of techniques and methods of cash handling.
Knowledge of basic mathematical principles.
Knowledge of occupational hazards and standard safety practices necessary in the area of animal services.
Knowledge of principles and procedures of record keeping.
Knowledge of general principles of risk management related to the functions of the assigned area.
Knowledge of techniques for providing a high level of customer service to public and City staff, in person and over the telephone.
Knowledge of techniques for dealing with and solving the problems presented by a variety of individuals from various socio-economic, cultural and ethnic backgrounds, in person and over the telephone.
Knowledge of safe driving principles and practices.
Knowledge of safe work practices.
Skill in responding to and effectively prioritizing multiple phone calls and other requests for service.
Skill in working independently in the absence of supervision.
Skill in understanding and following oral and written instructions.
Skill in responding to requests and inquiries from the general public.
Skill in meeting and dealing tactfully and effectively with the public.
Skill in interpreting, explaining, applying and enforcing pertinent laws, codes, and regulations pertaining to animal services.
Skill in using tact, initiative, prudence and independent judgment within general policy, procedural and legal guidelines.
Skill in using English effectively to communicate in person, over the telephone and in writing.
Skill in operating modern office equipment including computer equipment and software programs.
Skill in using word-processing, database, spreadsheet, and graphics software applications programs.
Skill in entering and retrieving data from a computer with sufficient speed and accuracy to perform assigned work.
Skill in operating a two-way radio and a dispatch system.
Skill in operating a cash register.
Skill in collecting, compiling, and analyzing information and data.
Skill in preparing and maintaining accurate and complete records and files.
Skill in composing correspondence and reports independently or from brief instructions: maintaining records and databases.
Skill in establishing and maintaining effective working relationships with employees and those contacted in the course of the work.
Skill in learning and understanding the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities.
Skill in operating a motor vehicle safely.

Nice To Haves

Experience in a public agency animal shelter or center is highly desirable.

Responsibilities

Promote positive relationships with the public, management team, fellow staff members, and volunteers while primarily working at the Animal Services Center public counter.
Provide the highest standards of customer service, conflict resolution and communication to the public while promoting the Center’s programs and policies.
Perform a wide variety of advance-level clerical work including maintaining accurate and detailed records, verifying accuracy of information, researching discrepancies, and recording information.
Explain licensing, rabies inoculations, vaccination schedules, leash and other animal related regulations, laws, and requirements to citizens in person and by telephone.
Coordinate assigned programs, projects, and services with other City departments, divisions, and outside agencies.
Processes animal license applications; collects animal license fees; issues receipts; accounts for funds received; monitors and calls upon delinquent accounts.
Locates unlicensed animals; provides license applications to owners; issues licenses.
Maintains daily records; develops and maintains a cross-reference filing system of calls made, licenses and license applications issued.
Issues citation follow-up letters and complaints against animal owners failing to conform to license requirements.
Enter data into and verifies accuracy of Chameleon computer database input.
Processes lockbox, mail-in and walk-in license receipts.
Prepares monthly renewal notices, second notices, rabies and violation notices.
Prepares hold and tag notices necessary for animal license processing.
Issues refunds of animal licensing fees when necessary.
Reviews reports of walk-in licensing applications and/or renewals on a monthly basis to verify receipt of each.
Processes rabies certificates to verify animal is current in database system; creates new files for billing if necessary.
Assist with the initiation and planning of onsite and offsite dog licensing events.
Dispatches Animal Services Officers to a variety of calls including: bites, attacks, neglect, dogs at large, strays, noise, sanitation, wildlife, and injured/dead animals; provides information necessary to respond in an efficient manner; enters all information on computer.
Receives detailed, accurate information; prioritizes emergency and non-emergency calls.
Records all pertinent information regarding bite and attack reports; dispatches Animal Services Officer to investigate; follows-up to ensure investigation is completed and required observation time for animal is completed; notifies victim of results.
Prepares and maintains Rabies Controls Reports.
Handles incoming and outgoing communications to and from outside agencies; Orange County Sheriff and Orange County Fire Authority.
Operates communications radios and dispatch equipment with a high level of proficiency.
Maintains Daily Watch Lists and Daily Departmental Report.
Assists with routine record keeping and filing of departmental reports, notices and citations.
Assists with organizing, filing and maintaining case files with OC Courts and the Orange County District Attorney’s Office.
Provides exceptional customer service to citizen inquiries and/or concerns; resolves citizen complaints by exercising fair, independent judgment and applying applicable policies, procedures and regulations both on the phone and in person while working the Animal Services Center front counter.
Process animal adoptions, returns of animals to owners, and animal impounds from the public.
Assists in organizing, filing and maintaining adoption applications.