Animal Services Representative

Animal Services RepresentativeThe 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.Ideal Candidate:Has strong work experience providing administrative support work requiring the use of independent judgment, tact, and discretion;Is a reliable and flexible team player, enthusiastic about helping others; able to work both independently and in a group environment; and open to feedback;Can establish and maintain effective and harmonious working relationships with all levels of staff, volunteers, and the public;Can handle stressful situations while working in a fast-paced, busy Animal Shelter environment and demonstrates the ability to remain calm when dealing with disgruntled people;Is 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; andHas proven experience in data entry, accounting, and collections, with strong attention to detail and the ability to manage financial records accurately and efficiently.Examples of Important and Essential Duties: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.Volunteer opportunities to get involved and make a difference in the community.In Addition, When Assigned to Licensing Duties: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.In Addition, When Assigned to Dispatch Duties: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.In Addition, When Assigned to Front Counter Customer Service Duties: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.