Job Detail

Job Description:

As a customer service dispatcher for Toronto Animal Services, the successful candidate will be working out of busy call centre in an open concept space, shared by the team. The role will involve triaging Toronto Animal Services service requests and educating the public on animal related inquiries, by phone and email. If you are committed to delivering an exceptional customer experience to each and every customer you interact with and are a customer service "champion", we want to hear from you!

Major Responsibilities:

• Receives, records and dispatches complaints/inquiries from 311 contact centre, PAWS call centre and other agencies including Police, Fire and animal welfare agencies.
• Provides effective verbal and written communication and refers calls to proper operations staff, internal divisions, emergency services and outside agencies, when necessary.
• Assesses situations, determines nature and urgency of the call, identifies and determines immediate needs of the public, provides information and monitors calls to completion.
• Utilizes knowledge of divisional services to carry out duties in a timely, efficient and accurate manner.
• Interprets and provides information on compliance with applicable legislation, Municipal by-laws, policies and procedures.
• Provides specific detailed information on situations to responders.
• Initiates various service requests in divisional systems.
• Maintains related databases, divisional computer systems and accurate records in dispatch log.
• Provides effective verbal and written communication and utilizes customer service skills when responding to inquiries, complaints and requests for service.
• Liaises with internal divisions, Emergency Services and allied agencies.
• Performs general clerical duties as required such as filing, and other duties related to the dispatch function.
• Mentors, provides orientation and training related to work functions to staff.

Key Qualifications:

Your application must describe your qualifications as they relate to:

You must also have:

• Knowledge of the by-laws (animal preferred) and Animal Services objectives.
• Knowledge of common dog and cat breeds, along with basic animal care, and knowledge of urban wildlife
• Must be able to work effectively in a fast paced, multi-tasking environment under stressful conditions.
• Must be able to communicate effectively verbally and in writing in English to interact with the public, employees and representatives from external agencies.
• Ability to carry out duties in a timely, efficient and accurate manner.
• Ability to work independently with minimal supervision.
• Ability to effectively coordinate response with tact and diplomacy and calm.
• Ability to record all requests and complaints in a clear, accurate and concise manner.
• Ability in industry standard keyboarding and data entry, telephone etiquette, problem solving, organization and priority setting.
• Ability to perform the duties in a professional manner and in line with the Toronto Public Service bylaw.
• Knowledge of the Accessibility for Ontarians with Disabilities Act (AODA), the Occupational Health and Safety Act, the Ontario Human Rights Code and other regulations that apply to the job duties.
• Knowledge of services, policies, procedures, practices and infrastructure maintenance.
• Must be able to work shifts including nights, weekends and statutory holidays on a regular or rotating basis
• Ability to set up and maintain manual and computerized filing systems in accordance with Corporate Records Management.
• Ability to carry out confidential data entry and retrieval functions with speed and accuracy, employing verification, using a complex database.
• Ability to work overtime when required including evenings, weekends and statutory holidays.