Dispatcher: Anchorage Animal Care and Control

JOB SUMMARY

The Animal Control Dispatcher receives and triages requests for service and dispatches routine and emergency calls to Animal Control Officers (ACO) in the field. Maintains written and computer records of all requests for service. Provides information and resources to the public as appropriate.

REQUIRED QUALIFICATIONS

• High school diploma or equivalent
• Must be proficient with Microsoft Office programs
• One year of dispatching and/or frontline customer service experience
• Ability to firmly and calmly communicate in stressful situations
• Excellent communication and listening skills
• Ability to be efficient and productive in a fast-paced environment
• Must be able to work independently within a team structure
• Ability to handle confidential information in a secure, professional and discretionary manner

DESIRED QUALIFICATIONS

• Dispatching experience
• Prior code enforcement or paralegal experience
• Familiarity with two-way radio equipment, codes and languages

ESSENTIAL FUNCTIONS

• Operate communication equipment to receive and prioritize requests for service from the general public, following existing guidelines
• Determine officer availability and dispatch requests for service to Animal Control Officers (ACO) in the field
• Maintain communication with ACOs in the field to ensure safety
• Receive and record information from the public in a concise and courteous manner
• Receive calls from an answering service via facsimile or email and transfer them to the computer and standard forms
• Maintain a written dispatch log of all requests for service received
• Maintain a supply of all forms used in dispatch
• Be knowledgeable of animal control ordinances in order to educate the public
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Mail letters and informational pamphlets to animal owners advising them of complaints and possible code violations
• Multi-task by receiving phone calls, entering data on computer, and talking to ACO's on the radio
• Be willing and able to work all shifts and schedules; changes to schedule may occur with short notice
• Collaborate with the management team to stay updated on new products, services, and policies

WORKING ENVIRONMENT

The majority of the work is performed in a professional office setting with a wide variety of people in differing functions, personalities and abilities. The work requires interaction with the public in sometimes emotional, and occasionally hostile, situations.

• Generally, work is performed in an indoor setting; however, may be exposed to heat/cold during support of outside activities.
• While performing this job, the employee may be exposed to animals of varying temperaments, strong odors, cleaning chemicals and a noisy environment.
• Wears protective clothing and/or Personal Protective Equipment required by the work environment or governmental regulations

EQUAL OPPORTUNITY EMPLOYER