Oc Animal Care Work Days

	COUNTY OF ORANGE Human Resource Services 333 W. Santa Ana Blvd, Santa Ana, CA 92701 714-834-2555 https://hrs.ocgov.com INVITES APPLICATIONS FOR THE POSITION OF:
	Animal Care Customer Service Representative

SALARY
$19.51 - $25.85 Hourly    $1,560.80 - $2,068.00 Biweekly    $3,381.73 - $4,480.67 Monthly    $40,580.80 - $53,768.00 Annually

ISSUE DATE: 03/10/20

FINAL FILING DATE: 04/07/20

THE POSITION

ANIMAL CARE CUSTOMER SERVICE REPRESENTATIVE
(OFFICE SPECIALIST)

Please note the closing date for this recruitment has changed to Tuesday, April 7, 2020 at 11:59 PM (PST).

In addition to performance-based merit increases, this position is scheduled to receive salary range increases on the following dates:
Effective July 3, 2020 – 2.5% increase
Effective July 2, 2021 – 2.5% increase
Effective July 1, 2022 – 3.5% increase

Mandatory Employee Retirement Contributions will decrease on the following dates:
Effective July 3, 2020 – 1.2% decrease
Effective July 2, 2021 – 1.2% decrease

Salary may be negotiable within the range listed above, based on position requirements and successful candidate's qualifications, subject to appropriate authorization.

OPEN TO THE PUBLIC
The recruitment will establish an Open eligible list and will be used to fill current and future Office Specialist positions within the OC Animal Care department only.

DEADLINE TO APPLY
This recruitment will close on Tuesday, March 17, 2020 at 11:59 PM (PST).

THE COUNTY
As an employee of the County of Orange, each employee contributes public service to the 3 million residents which makes up the County. The work of thousands of County employees across nearly two dozen agencies and departments directly affect the daily lives of residents and businesses. The County of Orange's core businesses include public safety, public health, environmental protection, regional planning, public assistance, social services, and aviation. Click

here

 for more information.

OC COMMUNITY RESOURCES (OCCR)
OC Community Resources is a multi-faceted department comprised of OC Animal Care, OC Community Services, Housing & Community Development & Homeless Services, OC Parks, and OC Public Libraries. Click

here

 for more information.

OC ANIMAL CARE
OC Animal Care promotes responsible pet ownership, health and safety of people and animals, and spay/neuter programs. OC Animal Care provides temporary shelter and medical care for "lost" owned or stray animals and opportunities for adoption of these animals. Click here to learn more about OC Animal Care.

Vision
A safe, compassionate community for all.

Mission
To provide refuge and care for animals, foster the human-animal bond
and promote safety in our community.

THE OPPORTUNITY
The Animal Care Customer Service Representative (Office Specialist) provides customer service and clerical support in all of the following areas within OC Animal Care:

• Adoption Center
  • The Adoption Center is located at the front lobby of OC Animal Care. Incumbents working in Adoption Center are primarily responsible for providing in-person customer service to the public, answering questions regarding the pet adoption process as well as general inquiries, deciphering Veterinarian notes and communicating basic of animal medical status and animal behavior to explain to customers before visits with animals, scheduling and coordinating visitations, and gathering and compiling the required documentation for adoption packets.
• Licensing/Call Center
  • The Call Center manages a high volume of phone calls (on average 300+ phone calls per day) and emails from the public. Incumbents working in Licensing/Call Center are primarily responsible for providing customer service to the public via phone and email, answering questions regarding pet licensing as well as general inquiries, reviewing pet owner accounts and providing account status, reviewing animal medical records to ensure license requirements are met and communicating this information to pet owners, processing transactions, gathering and analyzing payment documentation to identify any discrepancies, and submitting payment documentation to the Accounting department at the end of each shift.
• Licensing/Redemption
  • Incumbents working in Licensing/Redemption are primarily responsible for providing customer service to the public in-person, answering questions regarding pet licensing and the pet redemption process as well as general inquiries, processing transactions for special redemption cases such as animal cruelty, vicious animals, etc., verifying pet owner identity, and contacting pet owners to redeem their animal(s) from the shelter.
• Special Events and Programs
  • Special Events and Programs may include, but are not limited to, the following: Rabies Clinics, Adoption Events, etc. Incumbents working in Special Events and Programs are primarily responsible for licensing, adoption, and other clerical transactions.

Duties and responsibilities in all areas may include, but are not limited to, the following:

• Assist the public with completing Visit Forms and Waivers for Adoptions and Visit requests, and logging this information
• Ensure all required documentation (e.g., waivers, medical records) is obtained for rescue adoptions and animal transfers
• Assist with filling out Owner Surrender Forms for customers to be put on the waiting list and log information pertaining to Owner Surrenders for animals that are already in the shelter
• Process licensing applications and payments, provide updates as requested, and manage transfer of ownership
• Contact all owners about their impounded or deceased animal daily by phone and send out a letter on the initial day
• Contact customers via phone and e-mail about animals that have been adopted or that are ready to be picked up from surgery
• Call the owners of injured animals that the clinic advises are urgent and need immediate redemption
• Compile adoption packets and update animal microchip information
• Answer general inquiries of services including questions about volunteering, low-cost vaccination and other services, custodian of records requests, wildlife, etc.
• Check-in customers that need to speak with Field Staff regarding barking dog complaints or Operations investigations
• Complete transactions related to cruelty or vicious cases with the Field Officer/Sergeant if animal is already impounded
• Audit and update errors from system reports, return mail or enter new license records using new rabies vaccination certificate lists from the Veterinarian
• Conduct opening/closing Cash Box procedures
• Enter daily payments received through the mail and update any documents sent with payment
• Take Licensing payments/updates on accounts over the phone from customers
• Answer questions related to animals at the shelter, adoption/redemption process/availability, and medical information
• Process collections payments and issue credit memos
• Update licensing and medical records in Chameleon using paperwork sent in by customers through the lockbox, regular mail, fax, web licensing or ACS Licensing e-mail

Work Schedule

The standard work schedule of this assignment consists of rotating assignments Monday through Sunday (including Wednesday evenings), five (5) days per week/eight (8) hours per day.

OC Animal Care provides service 24 hours per day, 365 days per year. Incumbents should be prepared to work rotating shifts, including days, nights, weekends and holidays, or other schedule as assigned. Incumbents may be drafted for mandatory overtime in the event of an emergency, disaster, or during periods of unexpected staffing shortages.

DESIRABLE QUALIFICATIONS AND CORE COMPETENCIES
The ideal candidate will have at least one (1) year of full-time experience providing customer service in an animal related setting such as a veterinary hospital, boarding facility, shelter setting, non-profit organization, or a similar setting that houses, maintains, and cares for animals.

In addition, the ideal candidate will possess extensive knowledge and/or experience in the following core competencies:

• TECHNICAL EXPERTISE
  • Working knowledge of and/or experience handling animals
  • Working knowledge of the animal welfare industry
  • Understanding of animal welfare industry terminology and applying/entering this information appropriately
  • Performing complex record keeping by being detail oriented with a high level of accuracy
  • Maintaining and managing pertinent information by creating  documents, spreadsheets, and other related documents using current computer systems and programs
  • Working with computers and computer programs such as the Chameleon software program, Microsoft Office and Outlook and is able to read, understand, and implement academic material
  • Maintaining sufficient content and knowledge to perform all aspects of the job effectively
• CUSTOMER SERVICE
  • Interacting in a professional and courteous manner
  • Interacting with the public/customers in a busy environment in person, via email, and on the phone
  • Anticipating and meeting customer needs by being solutions focused
  • Establishing productive and professional relationships with customers
• COMMUNICATION SKILLS
  • Ability to clearly and articulately convey information in a casual or formal situation
  • Demonstrating excellent customer service skills in situations requiring a balance of patience and persistence in determining the customers' needs, directing the customers appropriately and using discretion when listening to sensitive information
  • Providing information to supervisors, co-workers, and the public by telephone, in written form, e-mail, or in person
• JUDGMENT | ANALYTICAL SKILLS
  • Reading and interpreting complex policies, regulations, and guidelines
  • Exercising sound judgment and appropriate issue escalation when necessary
  • Using sound judgment seeking out resources and/or consulting with others to gain and share information
  • Understanding daily procedures and protocols and exercising judgment and adapting as needed
  • Exercising discretion and maintaining confidential and/or sensitive information as dictated by the assignment

Minimum Qualifications
Click

here

 for the complete classification description for Office Specialist including the minimum qualifications.

RECRUITMENT PROCESS
Human Resource Services (HRS) screens all application materials for minimum and/or desirable qualifications. After screening, applicants who meet the minimum and/or desirable qualifications will be referred to the next step in the recruitment process. All applicants will be notified via email of their status in the process.

Office Skills Examination | (Weighted 100%)
Candidates will be invited to participate in a series of online examinations related to the essential job functions. Only the most successful candidates will be referred to the next step in the recruitment process. The re-application period to re-take any exams in which a passing score was not achieved is six (6) months.

Based on the Department's needs, the recruitment procedures listed above may be modified.All candidates will be notified of any changes in the selection procedure.

Eligible List
Once the assessment has been completed, HRS will establish an eligible list of candidates. Candidates placed on the eligible list may be referred to a selection interview to be considered for present and future vacancies.

ADDITIONAL INFORMATION

EMAIL NOTIFICATION:
Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account.

NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply.

Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at

www.governmentjobs.com

.

FREQUENTLY ASKED QUESTIONS:
Click

here

 for additional Frequently Asked Questions.

For specific information pertaining to this recruitment, contactVanessa Rosas at (714) 480-2867 or Vanessa.Rosas@occr.ocgov.com.

EEO INFORMATION

Orange County, as an equal employment opportunity employer, encourages applicants from diverse backgrounds to apply.

APPLICATIONS MAY BE OBTAINED AND FILED ONLINE AT: https://hrs.ocgov.com OR 333 W. Santa Ana Blvd, Santa Ana, CA 92701

EXAM #0536CL-0320-012 (O) ANIMAL CARE CUSTOMER SERVICE REPRESENTATIVE VR

Oc Animal Care Work Days

Source: http://agency.governmentjobs.com/oc/job_bulletin.cfm?jobID=2701470#:~:text=OC%20Animal%20Care%20provides%20service,or%20other%20schedule%20as%20assigned.

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