CUSTOMER SERVICE DISPATCH 1

• Job ID: 53242
• Job Category: Customer Service
• Division & Section: Municipal Licensing & Standards, MLS Toronto Animal Services
• Work Location: Booth Avenue Yard, 433 Eastern Avenue, Toronto, Ontario
• 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 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.
• Activates emergency plans.
• 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:

1. Considerable experience working in a fast-paced front-line customer service call centre.
2. 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).
3. Experience in responding to public inquiries and requests for service with issues relating to animal services/animal welfare programs.
4. 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 revaluated 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.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.