Animal Services Dispatcher (Customer Service Representative, I/II), Grade 13/16

Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $53,177 to $58,791 if filled at the Customer Service Representative I level. Or $59,237 to $84,739 if filled at the Customer Service Representative II level. The anticipated hiring range for both levels is based on the candidate’s qualifications and experience.

WHO WE ARE

The Office of Animal Services (OAS) operates the Montgomery County Animal Services & Adoption Center (MCASAC) which provides high-quality sheltering and care to the homeless, abused, and neglected animals in our community and ensures the safety and welfare of the County’s residents. It’s the County’s only open-admissions, municipal shelter. 

WHO WE ARE LOOKING FOR

The Office of Animal Services (OAS) is currently recruiting for a full-time Animal Services Dispatcherwho will deliver quality communication to the public, as well as provide accurate and timely support to Animal Services Officers. A dispatcher performs work in a law enforcement setting; therefore, will be required to pass a Police background investigation for employment. A dispatcher has the unique responsibility of working in a fast-paced environment that requires careful attention to detail, multi-tasking, and good communication skills. A dispatcher must be able to work under pressure and as part of a team, collect and organize information, and demonstrate strong reading and writing comprehension and abilities. Knowledge of basic operations of a multi-button telephone, personal computer, photocopier, TTY machine, and other office automation equipment is needed. A dispatcher works holidays, weekends, and shifts during days and evenings and will be expected to accept last-minute changes in their schedule and work overtime as required. The individual selected for this position will be considered an “essential employee” who must report to work during periods of general emergency or liberal leave. Multilingual candidates are strongly desired. **A candidate must complete a detailed background check following an accepted conditional offer. Processing time is approximately 4-6 weeks**  

An Animal Services Dispatcher answers calls from citizens, dispatches Animal Services Officers to calls, and uses computer systems known as Chameleon and (CAD) Computer Aided Dispatch. A dispatcher works closely with Animal Services Officers and Cruelty Investigators regarding animal-related concerns and enforcement of animal laws. A dispatcher also works with shelter staff and assists with matters involving animals in our care. More importantly, an Animal Services Dispatcher interacts with members of the public to assist, educate, and help resolve their animal-related concerns, both domestic and wild. A dispatcher must possess good customer service skills, including dealing calmly and respectfully with irate and angry members of the public over the phone. A dispatcher is the subject matter expert when receiving calls from the public. A dispatcher works under close supervision and daily evaluation of performance during training. 

Additional Information

Medical & Background: The selected candidate will be required to successfully complete a medical clearance and the rabies vaccine series prior to appointment. An extensive background check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.

The individual selected for this position will be considered an “Essential Employee.”  Essential employees must report to work during a period of general emergency or liberal leave.

Evening and Weekend Hours: This position requires the ability to work evening and weekend hours.

Experience:  Three (3) years of increasingly responsible experience performing a wide variety of general clerical, reception, public contact, and public service work, providing information and/or directing requests over the telephone and at a public counter, including at least one (1) year working in an animal care environment.

If Under-filled as a Customer Service Representative, I Grade 13:

Experience:  Two (2) years of office support experience dealing with administrative matters, customer accounts, and experience in the use of computers and general office equipment.

For All Levels:

Education:  Completion of high school or high school certificate of completion recognized in the State of Maryland.

Equivalency:  An equivalent combination of education and experience may be substituted.

License:  Requirement:  None

Medical & Background: The selected candidate will be required to successfully complete a medical clearance and the rabies vaccine series prior to appointment. An extensive background check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision.

The individual selected for this position will be considered an “Essential Employee.”  Essential employees must report to work during a period of general emergency or liberal leave.

Preferred Criteria:  

The applications of those individuals meeting the minimum qualifications will be reviewed to determine the extent, relevance of training, and experience in the following areas:

1. Experience working as a dispatcher
2. Experience using computer-Aided Dispatch (CAD), e-Justice, and/or METERS systems
3. Ability to work nights, weekends, and/or holidays
4. Experience working with Animals
5. Multilingual language skills