Animal Care Centers (ACC) of NYC is seeking an Animal Rescue Team Dispatcher. This is a full-time position with a salary of $15 per hour.
This position is responsible for handling requests for animal rescues from the general public and dispatches requests to animal rescue specialists in the field. It involves heavy use of telephones and computers as well as providing superior client-centered services.
Respond to email and phone calls and communicating effectively with the New Hope Staff, ART staff as well as various supervisors throughout the day.
Receive, prioritize, and handle multiple, simultaneous emergency phone calls for animal rescue assistance, such as but not limited to, injured/sick/abandoned animals, pick-up of stray animals, etc.
Identify, through appropriate and timely questioning of the caller, the nature of the problem. Summarize the critical information for Animal Rescue Specialists in the computer dispatch system using correct grammar, spelling, and punctuation, and classify calls according to the level of response required.
Dispatch Animal Rescue Specialists to animal rescue calls and transports within and around the 5 boroughs of NYC.
Maintain complete and accurate records of dispatch events, calls for service, general inquiries, and other appropriate documents.
Regularly use, in an efficient and accurate manner, the organization’s computerized database to maintain a record of activities and to track persons and animals within our system.
Accept and process telephone credit card payments and contributions.
Report to the supervisor any calls of an emergency or unusual nature.
Handle additional duties as assigned and deemed appropriate by a supervisor.
Must be willing to work rotating shifts including nights, holidays and weekends.
Map out the most optimal routes for each daily trip to maximize efficiency.
Outreach/Customer Service (25%)
Counsel the public on the surrendering of animals, proper treatment and behavioral issues and alternative solutions to surrender, as well as general issues related to pets and animals.
Act as liaison with the Police, Fire Department or other agencies.
Demonstrate, model and ensure excellent client service to the public regarding ACC goals, responsible pet ownership, and general animal-related topics.
Communicate, both verbally and in writing, in a clear, accurate and concise manner. Effectively use a telephone and computer. Resolve problems and calm members of the public, by telephone, while providing them with an outstanding client service experience. Handle multiple tasks and work under stressful conditions.
Education and Work Experience:
High School Diploma or GED
Customer service experience required, previous call center operator experience preferred
Proficient in Microsoft Office and basic computer software navigation
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