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Marin Humane is an equal opportunity, non-profit employer. Our mission is to transform lives through exceptional animal care, humane education, and advocacy. Every day, we inspire compassion and positive relationships between animals and people. Our Core Values are Dedication to Animals, Collaborative Spirit, Courage with Compassion, Pursuit of Learning, and Celebrating Differences.

SUMMARY: The Animal Control Dispatcher-Customer Service Representative is responsible for providing a high standard of customer service to members of the community, dispatching & providing support to the animal services officers, while presenting a positive and professional image. They are accountable for accomplishing department goals, working collaboratively with internal and external stakeholders and supporting the mission, goals and philosophy of Marin Humane.

Must speak Spanish and English

ACCOUNTABILITY: Customer Service Supervisor

HOURS: Full time – 36 hours per week, Sunday through Wednesday

SALARY RANGE/CLASSIFICATION: $23.07/hr to $25.62/hr; $1.00 Spanish-speaking differential; Non Exempt

*BENEFITS – See Below

ESSENTIAL DUTIES AND RESPONSIBILITIES

CUSTOMER SERVICE

• Multi-task, prioritize and problem solve in high volume, fast paced, highly stressful environment and recover quickly after handling stressful situations
• Train, assist and provide information, to staff or volunteers, regarding daily operations or cases within the department
• Promote and emulate exemplary customer service by providing courteous, prompt and responsive service to internal and external customers
• Understand, support, and articulate organization's policies and philosophies to the public in a positive and effective manner
• Answer a high volume of phone calls, including emergency calls, while remaining calm, courteous, professional and efficient
• Facilitate intake paperwork & support customers in preparation for euthanasia services
• Provide guidance and grief support to clients regarding surrendering or euthanizing their animals
• Facilitate the process to provide microchips for animals
• Foster teamwork, creativity and a work culture aligned with Marin Humane’s mission and values
• Promote & facilitate dog license sales

DISPATCHING

• Triage calls and prioritize to ensure animal and public safety
• Dispatch calls and provide necessary support and information to animal services officers
• Answer a high volume of phone calls, including emergency calls, while remaining calm, courteous, professional and efficient
• Liaison with law enforcement and other safety providers to relay information and maintain safety of officers
• Convey information clearly and calmly over a radio dispatch system
• Use 10 code for radio communication

ANIMAL CARE AND HANDLING

• Treat all animals humanely, properly and with compassion, including those that may be injured, wild or potentially dangerous
• Utilize humane animal handling techniques to contain and handle domestic animals that can be friendly, fearful, or aggressive
• Handle deceased animals, both wild and domestic, in a professional and sensitive manner and facilitate disposal of remains
• Provide a cursory evaluation for incoming animals of all species
• Observe & note animal’s temperament for any safety & handling concerns
• Identify health/medical issues on intake animals and complete requests for veterinary examinations on animals as applicable
• Complete data entry to facilitate and track animals within the shelter software program

CASE MANAGEMENT

• Facilitate daily operations for all key stations within dept. (phones, dispatch, rabies control, complaints, lost & found, front counter assistance) as needed
• Conduct Preliminary investigations & evidence gathering for complaints & bite reports, including obtaining photos, police, veterinary & hospital reports
• Maintain basic awareness of department case load, and manage details of cases as needed
• Work within legal parameters necessary for case management and articulate county ordinances & laws as applicable
• Produce and maintain accurate case files, records and reports as required
• Create client records to document and maintain contacts and information

DISASTER ASSISTANCE & SUPPORT

• Maintain proper training and certification to assist in disaster response
• Maintain knowledge of proper protocols and chain of command in disaster response
• Maintain skills & training to be deployed to a disaster

SAFETY AND SECURITY

• Be proficient at reading animal body language and act accordingly towards fearful or aggressive animals
• Model and encourage safe practices and regulatory compliance throughout the organization
• Must be committed to a high standard of safety and be willing and able to comply with all safety laws and all of the employer’s safety policies and rules
• Must be willing to report safety violations as well as potential safety violations to appropriate supervisory or management personnel
• Maintain appropriate files and records as assigned
• Adhere to the files and records retention policies and procedures

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

• The employee must occasionally lift, push, pull and/or move up to 50 pounds;
• While performing the duties of this job, the employee is regularly required to sit and talk or hear;
• The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl;
• The employee should have no known allergies to animals that would prevent him/her from performing the duties as required;
• Due to the amount of data entry, this position involves a regular amount of repetitive motion of the hands & wrists.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to focus. Color vision is also occasionally required.
• The employee must be able to concentrate and perform job functions while being subject to disruptive surroundings.

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

• While performing the duties of this job, the employee is occasionally exposed to fumes, animal smells, airborne particles (including animal dander) and toxic or caustic chemicals;
• The noise level in the work environment can be loud and frequently chaotic, including dog barking, multiple phone lines ringing, multiple conversations and radio traffic;
• Willingness to work outside normal business hours.

BENEFITS:

FULL-TIME EMPLOYEES (AT LEAST 30 HOURS/WEEK):

• Medical Plan - Kaiser - High Deductible Health Plan with a Health Reimbursement Arrangement
• Dental Plan
  - Includes Orthodontia for dependent children
• Vision Plan
• Domestic Partner Coverage Available (Medical and Dental plans)
• Life Insurance
• Long Term Disability Insurance
• Section 125 Cafeteria Plan

ALL REGULAR EMPLOYEES (AT LEAST 20 HOURS/WEEK):

• Fitness Reimbursement Program
• Employee Assistance Program
• 403(b) Retirement Plan
• Paid Holiday
• Paid Vacation
• Sabbatical Leave

ALL EMPLOYEES (INCLUDING PART-TIME AND TEMPORARY):

• Paid Sick Leave