Animal Helpline

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**: Call Centre Operator

**STATUS**: Permanent ; Full-Time

**SHIFT**: 40 hours per week

**LOCATION**: Call Centre, Remote in Victoria

**CLASSIFICATION**: Exempt

**WAGE**: $ 23.00 per hour

**CLOSING DATE**: Open until filled

**About the Position**:
Providing exceptional customer service and accurate and timely advice and information as a call centre operator engaging in inbound and outbound calls to and from the public and internal stakeholders. The role is responsible for, amongst other things, entering animal cruelty complaints, handling general enquiries and transferring calls within the BC SPCA. In addition, the individual may be required to provide administrative support to various BC SPCA departments.

**Some specific duties**:
Working in a call centre is a demanding line of work, where success lies in combining skills. As a call centre operator engaging in inbound and outbound calls to and from the public and internal stakeholders, you will be responsible for providing exceptional customer service and accurate and timely advice and information. You will be finding solutions to problems and doing so on the spot. In addition, you may be required to provide administrative support to various BC SPCA departments.

You are a stellar communicator and can speak effectively to customers from a variety of diverse backgrounds. You are skilled and empathic to the caller's needs and have a calm and confident demeanour in uncertain circumstances.

Would you prefer to display Job responsibilities in bullet point-wise, or current layout looks acceptable to you?

**Qualifications you need to have**:

- Post-secondary education in social sciences, criminology/law preferred
- Displays honesty, integrity and ethical conduct at all times
- Is committed to professionalism and excellence in customer service
- Reacts quickly, logically, efficiently, and calmly in emergency situations
- Displays exceptional prioritizing and multi-tasking in an emergency, priority driven environment
- Active listening skills: critical listening, empathic, patient, gain clarity and understanding, judge the content not the delivery
- Exhibits excellent oral and written communication skills
- Remains flexible and adaptable in an ever changing work environment while contributing to the teams’ goals
- Excellent computer skills with fast and accurate keyboarding including Microsoft Excel
- Research skills and navigating databases
- Philosophical harmony with the mission, vision, and strategic direction of the BC SPCA
- Must successfully pass BC SPCA testing which examines your 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)
- Flexible work schedule and be able to work any day of the week.

**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