Animal Services Representative

City-of-Mission-Viejo,-C; Mission Viejo (CA); On-site; USD 35,000 - 52,000; Full time

Job summary

City of Mission Viejo is seeking an Animal Services Representative to join the Mission Viejo Animal Services Center. The role includes front counter duties, licensing responsibilities, and dispatch coordination, with a full-time schedule.

This non-exempt position offers an hourly wage of $25.08–$37.70 and requires strong office and customer service skills. The work may include weekends and holidays, with Zoom interviews scheduled after the application deadline.

Qualifications

• Requires equivalent to high school diploma plus two years of related experience.
• Strong customer service, leadership, and office skills.
• Ability to perform advanced clerical tasks and data entry.
• FLSA non-exempt position with overtime eligibility.

Responsibilities

• Promote positive relationships with the public at the Animal Services Center public counter and provide high standards of customer service.
• Explain licensing, rabies inoculations, vaccination schedules, leash and other animal-related regulations to citizens in person and by telephone; assist with licensing duties.
• Dispatch Animal Services Officers to a variety of calls and manage communications with outside agencies; maintain dispatch records and reports.
• Maintain accurate records and files, assist with the initiation and planning of licensing events, and support front counter services and adoption processing.

Skills

Customer service

Data entry

Clerical work

Office software

Education

High school diploma or equivalent

Two years related experience

Tools

Chameleon database

Motorola dispatch

Job description

City of Mission Viejo Invites Applications for

ANIMAL SERVICES REPRESENTATIVE

$25.08 - $37.70 per hour

APPLY BY: 3:00 P.M., MONDAY, NOVEMBER 2, 2026

SEARCH SCHEDULE:

Online applications must be completed & submitted no later than 3:00 p.m. on the filing deadline. NeoGov will reject all applications started prior to 3:00 p.m., but not submitted by 3:00 p.m. No exceptions will be made to the closing deadline. Please plan accordingly.

The first round of Zoom interviews is scheduled for some time the week of November 16, 2026 . Only one date will be available for an applicant to attend. The City will not accommodate applicant scheduling requests for alternate dates. It is recommended that you plan your calendar accordingly when you apply.

The Position

The Mission Viejo Animal Services Center is seeking a candidate with a passion for animals, demonstrated office experience, and strong customer service & leadership skills to serve as our next Animal Services Representative.

There is one (1) full-time vacancy scheduled to work forty (40) hours per week. The employee will be assigned to one of the following areas: Licensing, Dispatch, or Public Counter. Employees may be rotated within the job classification, as needed, to perform duties in any of the three (3) areas listed above. While the primary work schedule for this position will be Sunday through Thursday 8:00 a.m. to 4:30 p.m., the schedule may cover scheduled absences of coworkers or due to emergency situations. Hours can be scheduled any time between the hours of 8:00 a.m. to 5:00 p.m., Sunday through Saturday, including holidays. The actual work schedule will be based on the needs of the City for the particular work week. This is an FLSA non-exempt position and is entitled to overtime.

Your impact regardless of assignment

1. Promote positive relationships with the public, management team, fellow staff members, and volunteers while primarily working at the Animal Services Center public counter.
2. Provide the highest standards of customer service, conflict resolution and communication to the public while promoting the Center’s programs and policies.
3. Perform a wide variety of advance-level clerical work including maintaining accurate and detailed records, verifying accuracy of information, researching discrepancies, and recording information.

1. Explain licensing, rabies inoculations, vaccination schedules, leash and other animal related regulations, laws, and requirements to citizens in person and by telephone.
2. Coordinate assigned programs, projects, and services with other City departments, divisions, and outside agencies.

1. Volunteer opportunities to get involved and make a difference in the community.

In Addition, When Assigned to Licensing Duties:

• Processes animal license applications; collects animal license fees; issues receipts; accounts for funds received; monitors and calls upon delinquent accounts.
• Locates unlicensed animals; provides license applications to owners; issues licenses.
• Maintains daily records; develops and maintains a cross-reference filing system of calls made, licenses and license applications issued.
• Issues citation follow-up letters and complaints against animal owners failing to conform to license requirements.
• Enter data into and verifies accuracy of Chameleon computer database input.
• Processes lockbox, mail-in and walk-in license receipts.
• Prepares monthly renewal notices, second notices, rabies and violation notices.
• Prepares hold and tag notices necessary for animal license processing.
• Issues refunds of animal licensing fees when necessary.
• Reviews reports of walk-in licensing applications and/or renewals on a monthly basis to verify receipt of each.
• Processes rabies certificates to verify animal is current in database system; creates new files for billing if necessary.
• Assist with the initiation and planning of onsite and offsite dog licensing events.

In Addition, When Assigned to Dispatch Duties:

• Dispatches Animal Services Officers to a variety of calls including: bites, attacks, neglect, dogs at large, strays, noise, sanitation, wildlife, and injured/dead animals;provides information necessary to respond in an efficient manner; enters all information on computer.
• Receives detailed, accurate information; prioritizes emergency and non-emergency calls.
• Records all pertinent information regarding bite and attack reports; dispatches Animal Services Officer to investigate; follows-up to ensure investigation is completed and required observation time for animal is completed; notifies victim of results.
• Prepares and maintains Rabies Controls Reports.
• Handles incoming and outgoing communications to and from outside agencies; Orange County Sheriff and Orange County Fire Authority.
• Operates communications radios and dispatch equipment with a high level of proficiency.
• Maintains Daily Watch Lists and Daily Departmental Report.
• Assists with routine record keeping and filing of departmental reports, notices and citations.
• Assists with organizing, filing and maintaining case files with OC Courts and the Orange County District Attorney’s Office.

In Addition, When Assigned to Front Counter Customer Service Duties:

• Provides exceptional customer service to citizen inquiries and/or concerns; resolves citizen complaints by exercising fair, independent judgment and applying applicable policies, procedures and regulations both on the phone and in person while working the Animal Services Center front counter.

• Process animal adoptions, returns of animals to owners, and animal impounds from the public.

• Assists in organizing, filing and maintaining adoption applications.

Applicants are encouraged to review the entire Animal Services Representative job description by visiting the City's website at https://cityofmissionviejo.org. There you will discover detailed information about the responsibilities, qualifications, and expectations for this role and all the varying assignments in which this position can be assigned.

Your Team

The members of the Mission Viejo Animal Services Department are passionate and dedicated to making a difference every day for the domestic animals and wildlife living in the communities they serve. They are looking for someone with the same strong work ethic and passion to join them.

The Department provides services for Mission Viejo and four surrounding cities which include: City of Aliso Viejo, City of Laguna Hills, City of Laguna Niguel and City of Rancho Santa Margarita. The Mission Viejo Animal Services Center is a pro-humane facility that provides an array of services including animal licensing, rabies control, pet adoption, community outreach presentations, patrol of public streets and parks, picking up injured wildlife, impounding stray dogs/cats, issuing citations, and providing a shelter for homeless animals. The facility has dogs, cats and rabbits available for adoption year-round.

Ideal Candidate

• Has strong work experience providing administrative support work requiring the use of independent judgment, tact, and discretion;
• Is a reliable and flexible team player, enthusiastic about helping others; able to work both independently and in a group environment; and open to feedback;
• Can establish and maintain effective and harmonious working relationships with all levels of staff, volunteers, and the public;
• Can handle stressful situations while working in a fast-paced, busy Animal Shelter environment and demonstrates the ability to remain calm when dealing with disgruntled people;
• Is proficient in the use of computer applications such as Word, Excel, Outlook and has the ability to quickly learn new programs such as Chameleon animal services software and Motorola dispatch equipment; and
• Has proven experience in data entry, accounting, and collections, with strong attention to detail and the ability to manage financial records accurately and efficiently.

Knowledge of:

• Pertinent State and local laws, codes, and regulations.
• Modern office practices, methods and computer equipment.
• Word processing methods, techniques and programs; general accounting methods, procedures, and terminology; database and spreadsheet applications and programs.
• Principles and practices used in dealing with the public.
• Techniques and methods of cash handling.
• Basic mathematical principles.
• Occupational hazards and standard safety practices necessary in the area of animal services.
• Principles and procedures of record keeping.
• General principles of risk management related to the functions of the assigned area.
• Techniques for providing a high level of customer service to public and City staff, in person and over the telephone.
• Techniques for dealing with and solving the problems presented by a variety of individuals from various socio-economic, cultural and ethnic backgrounds, in person and over the telephone.
• Safe driving principles and practices.
• Safe work practices.

Skill in:

• Responding to and effectively prioritizing multiple phone calls and other requests for service.
• Working independently in the absence of supervision.
• Understanding and following oral and written instructions.
• Responding to requests and inquiries from the general public.
• Meeting and dealing tactfully and effectively with the public.
• Interpreting, explaining, applying and enforcing pertinent laws, codes, and regulations pertaining to animal services.
• Using tact, initiative, prudence and independent judgment within general policy, procedural and legal guidelines.
• Using English effectively to communicate in person, over the telephone and in writing.
• Operating modern office equipment including computer equipment and software programs.
• Using word-processing, database, spreadsheet, and graphics software applications programs.
• Entering and retrieving data from a computer with sufficient speed and accuracy to perform assigned work.
• Operating a two-way radio and a dispatch system.
• Operating a cash register.
• Collecting, compiling, and analyzing information and data.
• Preparing and maintaining accurate and complete records and files.
• Composing correspondence and reports independently or from brief instructions: maintaining records and databases.
• Establishing and maintaining effective working relationships with employees and those contacted in the course of the work.
• Learning and understanding the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities.
• Operating a motor vehicle safely.

QUALIFICATIONS

Equivalent to the completion of twelfth (12) grade supplemented by two (2) years of related experience in animal services and/or clerical work. Experience in a public agency animal shelter or center is highly desirable.

LICENSE OR CERTIFICATE

A driver’s license is not required, but the employee must be able to arrange reliable and timely transportation to offsite facilities and vendors to complete essential functions as determined by assignment