Animal Helpline Operator

2 weeks ago

Victoria, Canada BCSPCA Full time

If you are up for the challenge and would like to be considered for this position, we would like to hear from you. The British Columbia Society for the Prevention of Cruelty to Animals (BC SPCA) is looking to fill the following career opportunity:
**POSITION**: Animal Helpline Operator

**STATUS**: Permanent ; Full-Time

**SHIFT**: 40 hours per week

**LOCATION**: Remote in Victoria, BC

**CLASSIFICATION**: Exempt

**WAGE**: $23.00 per hour

**CLOSING DATE**: Open until filled

**About the Position**:
**Some specific duties**:

- Wildlife
- Emergency boarding, which may result from guardian hospitalization, loss of housing, natural disaster, and other such emergencies
- BC SPCA programs, including spay and neuter as well as other outreach programs
- Questions pertaining to animals within the local community of the caller
- BC Pet Registry
- Dogs in hot cars
- Responds accurately and concisely to general enquiries in a timely manner.
- Liaises with the cruelty investigations staff to ensure effective communication pertaining to cruelty investigations.
- Maintains a thorough understanding of the Society’s programs, policies and resources in order to provide the most accurate and up-to-date information.
- Directs members of the public to areas of the BC SPCA website that offer additional information relevant to the inquiry or question received.
- Updates information through on-line portals as needed including the BC SPCA website and social media sites.
- Acts as first point of contact for shelters.
- Maintains a thorough understanding of the services provided by other animal agencies in BC and the accurate contact information for these agencies in order to refer members of the public appropriately as needed.
- Maintains contact with employees who are working alone or in isolation in accordance with BC SPCA Health & Safety Policies through regular check-ins and follow-up as required. Maintains up-to-date contact information for all departments and directs calls accurately to relevant departments as needed.
- Places outbound calls to members of the public to follow-up on services provided including but not limited to adopters, donors, veterinarians and volunteers. Tracks information gathered accurately in shelter-buddy and/or other databases as required.
- Performs basic administrative duties for departments as requested including, but not limited to, photocopying, data entry, and document formatting.

Performs additional duties as assigned.

**Qualifications you need to have**:

- Training and experience in delivering high-quality customer service in a diverse and dynamic environment; experience working in a high-volume call centre environment is preferred.
- Exhibits excellent oral and written communication skills and is able to relate respectfully to a diverse audience; has a good understanding of empathy and experience using it to provide effective customer service.
- Ability to display honesty, integrity and professional/ethical conduct at all times.
- Excellent computer skills with fast and accurate keyboarding.
- Ability to react quickly, logically, efficiently, and calmly in emergency situations.
- Skills in prioritization and managing multiple tasks in an effective manner.
- Ability to be flexible and adaptable in an ever changing work environment while contributing to the teams goals.
- Knowledge of British Columbia geography and animals is an asset.
- Must successfully pass BC SPCA testing which examines skills in the areas of data entry, call summarization, decision making, map reading, memory recall and prioritization (training course to be provided by BC SPCA).
- Philosophical harmony with the mission, vision, and strategic direction of the BC SPCA
- Must

**Desirable Skills**:

- Experience working or volunteering with animals
- Experience working in a high volume call centre environment is preferred
- Knowledge of British Columbia geography is an asset

**How to apply**:
The BC SPCA is a Registered Charity BN 11881 9036 RR0001

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