Communications Specialist #HIRING

 Position Title: Communications Specialist

Department: Field

FLSA Status: Non-Exempt

Reports To: Senior Director of Communications

The schedule for this position is Thursday through Monday, 3:00pm to 12:00am. 

Position Summary: 

The Communications Specialist will take all incoming calls in a polite, professional, and timely manner and dispatch any field related calls to the Animal Control Officers, with an emphasis on detail and accuracy.

Essential Job Functions

• Answer all telephone calls in a courteous and professional manner.
• Take complaint calls.
• Provide callers contact information to their inquiries or connect them with the correct department or person.
• Enter and code calls correctly into the Chameleon database, with an emphasis on Emergency Status calls being handled immediately.
• Close out completed calls accurately, with correct results.
• Create accurate and professional memos in the Chameleon database.
• Complete kennel cards correctly, as needed.
• Perform file checks and relay the information to ACO, with an emphasis on potentially dangerous situations.
• Dispatch calls from public to ACO in a timely manner, with an emphasis on accuracy and urgency.
• Enter Lost/Found animal reports into the Chameleon database.
• Direct owners to visit the shelter to file a lost animal report and search the stray kennels, as needed, or file a lost report online.
• Read and respond to all agency emails in a timely manner.
• Attend all required scheduled training.
• Always represent NHS in a professional manner with the public, outside vendors, visitors, volunteers, and coworkers.
• Handle complaints when the Senior Director of Communications is not available.
• Assist in hiring, training, promoting, and supervising Communications staff.
• Responsible for the initial and on-going training of Communications personnel.
• Assure that all NHS procedures are carried out by Communications personnel.
• Motivate all Communications personnel to meet and exceed standards and assist in helping personnel solve work-related problems.
• Assist with the preparation of work schedules and expedite workflow.
• Assist with creating and updating departmental SOPs.
• Respond to Animal Control emails, as needed.
• Perform all other duties as assigned.

Qualifications 

• High school diploma or GED, required.
• Bachelor’s degree in related field, preferred.
• Proficient in Microsoft Office Suite.

• Previous experience working in a call center or in a customer service environment, preferred.
• Affection for animals, concern for their welfare and a willingness to accommodate animals in the workplace.
• Pleasant manner in telephone and personal contacts.
• Be comfortable and skilled working with a culturally diverse staff and community.
• Maturity, good judgment, professional manner, and personal appearance.
• Able to handle stressful phone calls in a professional manner.
• Must be considerate and respectful of all employees, volunteers, and customers.
• Must show compassion toward animals.
• Chameleon database proficiency.

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions within the work environment.

• The noise level in the office environment is usually quiet, though braking or whining of animals may be escalated at certain times in certain areas of the building.
• High exposure to animals whose reactions to the shelter environment cannot be predicted.
• Temperatures in the shelter environment are varied, though usually moderate, and dependent on the season.
• Potential exposure to zoonotic diseases and hazardous chemicals.
• Ability to work around animals without severe allergic reactions.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully preform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Nebraska Humane Society provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, such as a veteran, or any other protected category, in accordance with applicable federal, state, and local laws.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.