Animal Control Dispatch (Customer Service Specialist)

Job Description:

Animal Control Dispatch (Customer Service Specialist)

Description

Neighborhoods Department - Animal Services Division
Location: 7077 Elmwood Ave
Salary Starting at: $19.27 per hour

Schedule: Saturday-Wednesday, 7:00 a.m.-6:00 p.m.
Application Deadline: June 12, 2026


Responsibilities

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What you'll do

• Communicate directly with callers in a professional and courteous manner to ensure residents feel heard, informed, and supported.
• Receive telephone calls using an automatic call distribution system and computer-based work management system to create service requests, provide residents updates on requested services, and answer questions accurately.
• Perform accurate data entry by entering required information into computer systems; enter, retrieve, review, or modify information in databases; verify accuracy of entered data and make corrections as needed.
• Create field cases for Animal Services field staff to ensure timely response and proper handling of service requests.
• Research requests, problems, and complaints; initiate appropriate action; generate service requests; and assign them to appropriate field staff to resolve issues efficiently.
• Locate and contact appropriate personnel and route service requests to assigned field staff to support coordinated and effective service delivery.
• Provide information and assistance related to City services and activities, procedures, documentation, and other issues; respond to questions, complaints, or requests for service using all available resources to provide accurate information.
• Communicate with supervisors, employees, other departments, City officials, residents, outside agencies, and other individuals as needed to coordinate work activities, review work status, exchange information, or resolve problems.
• Review open cases periodically to ensure proper response was made and route cases to a supervisor when needed to maintain service quality.
• Perform other related duties as required to support Animal Services operations.
• Work varying shifts to ensure staffing seven days a week and coverage during extended core service hours.

What success looks like

• Callers receive clear, accurate, and professional assistance on every interaction.
• Service requests are entered correctly, routed promptly, and tracked through resolution.
• Field staff receive complete, accurate case information that supports effective response.
• Open cases are monitored and escalated appropriately to prevent delays or service gaps.
• Communication across departments and with the public remains respectful, timely, and solution-focused.

What you get

• Meaningful public service work that supports community safety and animal welfare
• Training on City systems, procedures, and customer service best practices
• Opportunities to build transferable skills in customer service, coordination, and case management
• Inclusive, team-oriented workplace with supportive supervision
• Work schedules that rotate to support coverage while maintaining balance

Why this role matters
This position is often the first point of contact for residents needing help with animal-related concerns. Your work directly affects response times, service quality, and public trust while supporting animal welfare and community safety across Kansas City.


Qualifications

REQUIRES:

• High school graduation and 3 years of public or private sector experience in customer service work at the level of Customer Service Representative or higher
• OR an equivalent combination of education and responsible customer service experience at the level of Customer Service Representative or higher.

Other Information

Military veterans encouraged to apply

Why You'll Love Working with Us - Core Employee Benefits (Benefits offered to all permanent employees unless otherwise specified)

Comprehensive Health Coverage
Affordable medical, dental, and vision plans with multiple options and low employee contributions.

Generous Paid Time Off
Enjoy vacation, sick leave, and 13 paid holidays-with accruals that grow the longer you're with us.

Secure Retirement Planning
City-funded pension plan plus an optional 457 savings plan to help you build long-term financial security.

Support for Life's Big Moments
Paid parental and bereavement leave to help you navigate major life events with peace of mind.

Tuition Assistance
Get reimbursed for eligible education expenses-invest in your future while you work.

Income Protection
Short- and long-term disability coverage options to safeguard your earnings.

Life Insurance Provided
City-paid life insurance with the option to add more coverage for extra peace of mind.

Community Volunteer Leave
Take up to 8 hours annually to give back to causes you care about.

Want the Full Picture?
Click here for a complete benefits summary.

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.
For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.
Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to [email protected] .

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code • 4211).