Animal Services Supervisor - Call Center

Full Job Description

The County of Riverside seeks candidates to fill positions throughout Riverside County. A list of eligible candidates will be established to fill current and future vacancies. This recruitment will remain open until vacancies are filled.

Do you thrive under pressure or during crises? We hope so because the Animal Services Call Center receives almost 90,000 calls, in-person/social media inquiries or e-mails annually. The Call Center team consists of 5-6 Animal Services Representatives skilled in the ability to quickly switch focus, for example, the first call may be a general inquiry regarding licensing requirements and the next call, seconds later, seeking emergency guidance due to a puncture bite [dog, snake or another wild animal].

The Animal Services Supervisor must be able to thrive in a fast-paced environment with ever changing staffing levels while striving to exceed the expectations of the communities served.

Highly competitive candidates will have experience working in a high-volume call environment at an Animal Control Agency allowing for Animal Control or Public Safety Procedure knowledge.Chameleon Software or other integrated Shelter Case Management Systems is also highly desired but not required.

If you have a job-related customer service background, strong verbal and written communication skills and strive to serve your community take a moment to review the Examples of Essential Duties and consider applying today!Important Note: Hours for this position can range from 8A - 5P Monday through Friday with flexibility for working weekends, events and holidays.

The position will also be on call.

Meet the Team!

The Riverside County Department of Animal Services believes the character of their organization is best reflected in the strong dedication of each one of their employees who strive to meet the highest standards of performance and compassion on behalf of the animals and people that they serve. The Department of Animal Services operates four shelters located in Blythe, Jurupa Valley, San Jacinto and Thousand Palms.

Requirements

• Hire, onboard and provide guidance on customer service challenges and escalations.
• Prepare work schedules and maintain adequate coverage while evaluating staff performance annually and as needed.
• Analyze Call Center data, maintain workload statistics and prepare management reports.
• Coach Call Center staff and develop call-flow scripts for various scenarios.
• Manage timely and accurate community email correspondence.
• Maintain positive working relationships with other Animal Services divisions.
• Enter licensing, spay/neuter, surgery, microchips, vaccines, adoptions, foster logs, transfers and release information into database.
• May direct the operation of an animal shelter's marketing efforts to encourage redemptions and adoptions of animals.
• Plan and participate in departmental training programs for assigned staff; conduct courses and evaluate employee achievements and course effectiveness.
• Counsel AS Call Center employees in an attempt to resolve grievances and, when necessary, recommend disciplinary action.
• Recommend changes and improvements in existing programs and procedures; assist with the preparation of the annual budget, recommending and justifying adjustments in personnel and equipment.
• Interpret ordinances, statutes, regulations, and policies to the staff and general public while providing technical assistance in the resolution of difficult field investigations; prepare case files and assemble necessary documentation; may submit and discuss cases with the Animal Services Chief, Deputy Director and legal counsel, as appropriate.
• Promote animal control services by community relations with civic, governmental and private groups; assist the Community Outreach and Education Division; coordinate educational programs with schools, law enforcement agencies, media, and other groups; work cooperatively with other law enforcement groups when joint action is required.
• Prepare correspondence concerning the Call Center.
• Review reports and other written materials composed by the staff; conduct and attend various supervisory meetings and conferences with management.
• May on occasion repair minor shelter facilities and maintenance issues; contact Facilities for work orders and equipment requests.
• Working phone shifts at the discharge and reception desks.
• May assist the Animal Services Chief with the planning and development of the Animal Care Program by identifying objectives of animal regulations, preparing policies and standard procedures and developing overall goals.
• May act as the Animal Services Chief in the event of his or her absence.

Qualifications

OPTION IEducationGraduation from high school or attainment of a satisfactory score on a G.E.D. test.

(An associate's degree or completion of 60 semester or 90 quarter units, from an accredited college or university, preferably with course work in animal husbandry or a closely related field is preferred.)ExperienceTwo years of experience in a high-volume Call Center AND at least one year in a lead or supervisory role, within a public or nonprofit animal control program or a closely related animal care field (e.g., veterinary office, animal grooming facility or animal board and kennel facility), both of which must have included responsibility for the caring, impounding and disposing of animals.

OPTION II
Education
Completion of 60 semester or 90 quarter units, from an accredited college or university, preferably with course work in secretarial sciences, office practices, business education, or a closely related field to the assignment.

Experience
Three years of clerical experience of which two years must have been in a high-volume Call Center.

License

Possession of a valid California Driver's License may be required.

Additional Information