CUSTOMER SERVICE DISPATCH 1

• Job Type & Duration: Full-time, Permanent Vacancy
• Hourly Rate and Wage Grade: $33.34 - $36.55, TF0442, Wage Grade 8
• Shift Information: The current rotating shifts are 10 hours, working 70 hours bi-weekly and may be re-evaluated due to operational needs.
• Affiliation: L79 Full-time
• Number of Positions Open: 1
• Posting Period: 26-Feb-2025 to 12-Mar-2025

Job Summary:

As a customer service dispatcher for Toronto Animal Services, the successful candidate will be working out of a 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.
• Assists with divisional response communication response plan for public safety concerns such as dangerous dogs at large, coyote interactions and assisting emergency responders with various animal-related service requests.
• Co-ordinates response to emergency situations.
• Initiates various service requests in divisional systems.
• Maintains related databases, divisional computer systems and accurate records in dispatch log.
• Monitors various systems such as Chameleon for priority service requests and initiates appropriate response for such.
• Distributes information such as outbreaks, exposure cases, threats, prohibited animals, and other animal incidents for public safety to emergency services and outside agencies.
• Schedules emergency and non-emergency stakeout appointments for staff.
• 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, preparing timesheets, absentee reports and vacation schedules. Prepares statistical reports and summaries.
• Mentors, provides orientation and training related to work functions to staff.
• Makes decisions and critical recommendations utilizing delegated authority (e.g. incident prioritization and resource allocation).

Key Qualifications:

Your application must describe your qualifications as they relate to:

• Considerable experience working in a fast-paced front-line customer service call centre.
• Considerable experience using computers, computerized office systems (i.e. printers) and the ability to utilize a variety of software packages such as Microsoft Office Suite (i.e. Microsoft Word, Excel), Outlook and other database systems relevant to supporting the Division such as (Chameleon or equivalent veterinary/shelter management software).
• Experience in responding to public inquiries and requests for service with issues relating to animal services/animal welfare programs.
• Experience in responding to inquiries and requests for service from all levels of staff, the public, and external contacts by telephone and email.

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.
• Must be able to work shifts including nights, weekends and statutory holidays on a regular or rotating basis.
• 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.
• 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.
• 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.
• Ability to travel to various sites and/or work locations within the City of Toronto.
• Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity, and respectful workplaces.

Shift Information:

Staff are expected to be available for statutory holidays and any new shifts that may be created. The current rotating shifts are 10 hours, working 70 hours bi-weekly and may be re-evaluated due to operational needs.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.