Job Description Summary

Pima Animal Care Center

Job Description

Pima Animal Care Center (PACC) is looking to hire an Animal Care Assistant I in our onsite Pet Resource call center. This is an administrative role where you will be answering a high call volume and field all incoming calls to the shelter. This will include owners seeking resources to keep their pets, schedule animal surrender appointments and receive calls from the public reporting alleged animal misconduct. In this fast-paced role, you will dispatch Animal Care Field Officers and provide resources to those in distress. If you love helping animals and enjoy working in a fast-paced call center, this position is for you.

PACC is open 7 days a week. All positions are required to work mornings, evenings, weekends and some holidays. Schedule rotation is also required. This team currently works four ten-hour shifts from 5:00 am - 3:00 pm and 11:00 am - 9:00 pm, ability to work all shifts is required. Training hours may differ and are subject to change.

Essential Functions:

As defined under the Americans with Disabilities Act, this classification may include any of the following tasks, knowledge, skills, and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class. Work assignments may vary depending on the department’s need and will be communicated to the applicant or incumbent by the supervisor.

• Handles a high volume of live calls with members of the public while also monitoring and maintaining multiple voicemail inboxes;

• Responds to public and staff inquiries via phone or email and provides information to resolve problems regarding pet ownership or various crisis situations;

• Maintains specialized databases, inputs and retrieves data while also keeping thorough records;

• Demonstrates exemplary customer service;

• Coordinates, schedules and manages appointments on behalf of community members surrendering their pets to PACC;

• Coordinates and communicates program activities with other units within the department;

• Approves and distributes grant funding on behalf of qualifying applicants for services provided by partnered organizations or businesses;

• May act as program/department representative at community events providing various program resources and information to pet owner’s facing hardships;

• May train new employees.

Minimum Qualifications:

High school diploma or General Education Development (G.E.D.) certificate.

Qualifying education and experience must be clearly documented in the "Education" and “Work Experience" sections of the application. Do not substitute a resume for your application or write "see resume" on your application.

Preferred Qualifications: (Be specific in describing your experience in your application. Ensure the descriptions provided illustrate your competencies, specifically addressing the required and preferred qualifications.): 

• Minimum six (6) months experience as a dispatcher and/or an administrative role.

• Minimum one (1) year experience providing customer service.

• Bilingual (English/Spanish).

Selection Procedure: 
Pima County Human Resources Department reserves the right to admit to the selection process only those candidates that meet the minimum qualifications. All applications will be assessed based on an evaluation of the listed education and experience. Candidates meeting the minimum qualifications may be further evaluated/scored against any advertised Preferred Qualifications. The hiring authority will interview and select the successful candidate from a referral list provided by Human Resources. Additional assessments/testing may be required as part of the selection process. 

Supplemental Information:

Licenses and Certificates: Some positions require a valid Arizona Class D driver license at the time of application or appointment. Failure to obtain/maintain the required licensure shall be grounds for termination.

Special Notice Items: The County requires pre-employment background checks. Successful candidates will receive a post-offer, pre-employment background screening to include verification of work history, education, and criminal conviction history. A prior criminal conviction will not automatically disqualify a candidate from employment with the County.

Physical/Sensory Requirements: Constantly operates a computer and other office equipment and headset. Frequently remains in a stationary position. Works with shelter animals. Regular use of headset for phone calls. Other physical and sensory abilities will be determined by position. Action Activity - reaching; Motion Activity - grasping; Hearing Activity - in noisy areas, on a radio, behind themselves and equipment alarms; Speaking Activity - in person, on the phone, on a radio; Vision - may be required to operate motor vehicle; must be able to distinguish colors, have depth perception and have peripheral vision.

Working Conditions: Working conditions will be determined by position.

EEO Information: Pima County Government is an Equal Employment Opportunity employer. We are committed to an inclusive and diverse workforce and will not discriminate in employment opportunities or practices on the basis of race, color, religion, national origin, age, disability, gender, sexual orientation, kinship, political interest, or any other characteristic protected by law.