Call Center Specialist

Reports to Senior Shelter Manager

Join the Team at Cincinnati Animal CARE

At Cincinnati Animal CARE (CAC), we do work that matters.

Every day, our team protects animals, supports our community, and helps save thousands of lives each year through compassionate care, advocacy, and education.

This work is meaningful, fast-paced, and can be challenging, but for the right person, it’s incredibly rewarding.

We are a team built for impact, made up of people who care deeply, work hard, support one another, and show up every day committed to making a difference.

If you are passionate about animals, thrive in a mission-driven environment, and want your work to have purpose, we’d love to have you join us.

About the Role

We are looking for a Call Center Specialist  to join our team and play an important role in supporting CAC’s mission.

In this position, you will:

• Provide guidance and direct our community members to the place they can receive the most help. You will also connect our Animal Control Officers to the shelter and alert them of all calls. 

This is a great opportunity for someone who enjoys meaningful work, takes pride in helping others, and wants to contribute to a growing organization making a real impact in the community.

What You’ll Be Responsible For

Your day-to-day may include:

• To answer all incoming telephone calls, made by the public, in regard to general questions about the organization, as well as complaints, questions and concerns about animals that are neglected, abused, lost, or found. 
• Dispatching the necessary calls to our Animal Control Officers in a timely manner to ensure that all calls concerning animals are being responded to. 
• Provide community support and troubleshooting support to callers who need assistance that is shelter-related including adoption, rehoming, and related to other shelter services.
• Maintain accurate records associated with Dispatch activities, Dispatch logs, lost and found animal reports, check-back logs, etc.
• Interact with and collaborate with employees at all levels of the organization.
• Demonstrate communication through face-to-face, telephone, and electronic interactions in a clear, understandable, compassionate, professional, knowledgeable, and respectful way.
• Supporting additional organizational needs as they arise 

What Makes Someone Successful in This Role

We’re looking for someone who:

• Is passionate about CAC’s mission and animal welfare 
• Brings a positive, team-first attitude 
• Communicates openly and professionally 
• Takes ownership and solves problems proactively 
• Thrives in a fast-paced, ever-changing environment 
• Can balance compassion with accountability 
• Is dependable, adaptable, and eager to learn 

Qualifications

Preferred/Required:

• Demonstrate excellent oral and written communication skills and the ability to follow instructions as given in either form.
• Ability to handle stressful and/or difficult situations as presented by customers, visitors, staff, and/or volunteers.
• Ability to handle sensitive and or confidential issues in a professional and discrete manner
• Ability to provide compassionate, high-level customer service. 
• Ability to assess situations from a holistic perspective. 
• Ability to exercise judgment, tact, and diplomacy.
• Ability to operate a computer and knowledge of commonly associated software programs. 
• Ability to work daytime, evenings, weekends, and holidays as assigned.
• Adherence to the applicable provisions of Cincinnati Animal CARE’s Policies & Procedures, the HR Policy Manual, and any other procedures, rules, regulations and policies set forth by appropriate authorities.
• Knowledge of the occupational hazards and corresponding safety precautions necessary for the safe performance of assigned duties
• Ability to act independently within established guidelines
• Must have personal integrity
• Must maintain professional discretion
• Be able to gain a thorough knowledge of animal control ordinances
• Must be 18 years or older
• High school or equivalent (required)
• Call Center, Dispatch, Animal Control, or Law Enforcement experience is preferred but not necessary
• Ability to navigate gmail, google docs, and google sheets
• While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk and hear. The employee is occasionally required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. 

Why Join CAC?

At CAC, you’ll be part of more than just a workplace. You’ll join a team of people doing meaningful work together.

We offer:

• The opportunity to make a real difference every day 
• A mission-driven, supportive team culture 
• Growth and development opportunities 
• Competitive benefits package 
• A workplace where your work directly impacts animals and the community 

Compensation & Benefits

• Pay: From $15.00/hour 
• Retirement plan with employer match 
• Health, Dental, and Vision Insurance 
• Paid Time Off 
• Professional Development Assistance 
• Life Insurance 

Working Conditions / Physical Requirements

• While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk and hear. The employee is occasionally required to use hands to finger, handle, or operate objects, controls, or tools listed above; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
• The employee must occasionally lift and/or move more than 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• While performing the duties of this job, the employee frequently works in outside weather conditions. The employee occasionally works near moving mechanical parts; in high, precarious places; and is occasionally exposed to wet and/or humid conditions.
• The noise level in the work environment is usually moderate to high.
• Exposure and handling unvetted animals and their waste is frequent.