Communications Specialist

Title: Communications Specialist


Departments: Dispatch/Field


This position reports to: Director of Communications


The schedule for this position is Friday through Tuesday from 4:00pm - 12:00am.

Purpose of Position:


The Communications Specialist will take all incoming calls in a polite, professional and timely manner and dispatch any field related calls to the Animal Control Officers, with an emphasis on detail and accuracy.

Essential Duties and Responsibilities

This position description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees are required to follow any other job related duties assigned by their supervisor. This document does not create an employment contract implied or otherwise, and does not alter the "at-will" relationship.

• Answer all telephone calls in a courteous and professional manner
• Take complaint calls
• Provide callers correct information to their inquiries or connect them with the correct department or person
• Enter and code calls correctly into the Chameleon database, with an emphasis on Emergency Status calls being handled immediately
• Close out completed calls accurately, with correct results
• Create accurate and professional memos in the Chameleon database
• Complete kennel cards correctly, as needed
• Perform file checks and relay the information to Animal Control Officers, with an emphasis on potentially dangerous situations
• Dispatch calls from public to Animal Control Officers in a timely manner, with an emphasis on accuracy and urgency
• Enter Lost/Found animal reports into the Chameleon database
• Direct owners to visit the shelter to file a lost animal report and search the stray kennels, as needed or file a lost report online
• Read and respond to all agency emails in a timely manner
• Attend all required scheduled training.
• Always represent the Nebraska Humane Society in a professional manner with the public, outside vendors, visitors, volunteers and coworkers
• Perform any and all other duties as assigned by the Director of Communications

Position Qualifications: Education, Experience, Certification, and Knowledge/Skills/Abilities

Required

• High School diploma or equivalent certification
• Effective written and oral communication skills
• Affection for animals, concern for their welfare and a willingness to accommodate animals in the workplace
• Experience with Windows 7 and/or 10 and Office 2007 and above
• Effective written and verbal communication skills
• Pleasant manner in telephone and personal contacts
• Be comfortable and skilled working with a culturally diverse staff and community
• Maturity, good judgment, professional manner, and personal appearance
• Able to handle stressful phone calls in a professional manner
• Must be considerate and respectful of all employees, volunteers and customers
• Must show compassion toward animals
• Chameleon database proficiency

Desired

• Bachelor's degree preferred
• Previous experience working in a call center or in a customer service environment preferred

HOURS:

• Minimum of 40 hours per week. Days and hours to be determined by Director of Communications

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions within the work environment.

• The noise level in the office environment is usually quiet, though barking or whining of animals may be escalated at certain times in certain areas of the building.
• High exposure to animals whose reactions to the shelter environment cannot be predicted.
• Temperatures in the shelter environment are varied, though usually moderate, and dependent on the season.
• Potential exposure to zoonotic diseases and hazardous chemicals.
• Ability to work around animals without severe allergic reactions.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Good vision for detailed work.
• Ability to work with animals without allergic reaction.
• Able to work on a computer
• Able to communicate clearly on the phone

The Nebraska Humane Society provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, status as a veteran, or any other protected category, in accordance with applicable federal, state and local laws.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.