Provincial Contact Centre Representative

**Location**: Nova Scotia SPCA Provincial Office, Dartmouth, NS

**Number of Positions**:1

**Start date**:As soon as available

**Job Type**: Full-time

**Compensation**: Starting at $18.50 per hour

**Job Overview**
The Nova Scotia SPCA is seeking a mission-connected and detail-oriented individual with customer service experience to join our Contact Centre. As a Provincial Contact Centre Representative, your focus is on effectively resolving issues, responding to complaints and inquiries, and sharing information. In addition to that work, they support the administrative needs of the Provincial Office Team, Investigations, and the College of Animal Welfare as needed.

Please see below for more details on the position and for information on how to apply.

**Key Duties and Responsibilities**

**Communications**:

- Interview clients via telephone to gather information to develop and provide effective solutions.
- Provide advice and recommendations concerning SPCA services and programs, and assist in resolving issues with SPCA services and programs.
- Ensure compliance with standards of customer service and professionalism in communicating with clients.
- Escalate complex issues to the appropriate channels for proper resolution.
- Create and update customer profiles/accounts in database software to track and follow up with resolution of issues.
- Maintain records of inquiries and complaints, and log interaction with customers in database software.
- Follow communication “scripts” when handling different topics.
- Operate computer and IT equipment such as switchboards, headsets etc.
- Inspect work equipment to verify they are in good working order; notify technicians in case of a malfunction.
- Deescalate angry or frustrated customers in a professional and caring manner, and ensure their challenges or issues are addressed properly.
- Go the extra mile to build and maintain positive trust relationships with clients.

**Administrative Support**:

- Provide reception services, process mail, file documents, and prepare and proofread correspondence, reports, and other documents as requested.
- Provide support to various SPCA Programs as requested. Including but not limited to the Pet Pantry, Spay & Neuter, PUP, Paws and Support and TNR Programs.
- Assist with donor recognition and receipting, and convey accurate and appropriate information to donors by phone or in person.
- Support communication efforts by ensuring policy and procedure changes are communicated and clarified
- Work with Provincial Leadership and Development Teams on various initiatives.
- Work directly with those responsible for maintaining the shelter volunteer and foster based programming.
- Other duties as assigned.

**Experience, Skills and Qualifications**
- Proven experience in customer service or client support role.
- Customer focused, service delivery mindset.
- Experience working and navigating CRM/Customer Database software.
- Experience in maintaining confidentiality and handling sensitive information appropriately.
- Familiarity with office phone systems and managing multiple lines efficiently.
- Strong English language verbal and written communication skills are a requirement of this position.
- Excellent attention to detail, especially when entering information into database software.
- Strong organizational skills with the ability to multitask effectively in a fast-paced environment.
- Strong task, priority, and time management skills.
- A valid driver's license is required.
- Comfort working collaboratively and effectively in a team setting, and across all levels of the organization with various stakeholders.
- High level of enthusiasm for results, and maintains a professional approach to all interactions; Excellent people skills.
- Experience working in a not-for-profit or charitable organization would be considered an asset.
- Experience working with volunteers would be considered an asset.

**Physical Requirements**
- Physical ability to walk and/or stand on your feet throughout a normal workday is required.
- Physical ability to lift and carry 40 pounds.

**Hours of Work**

Work responsibilities require a minimum of 32 hours and up to 40 hours per week, with additional overtime as required, fulfilling the duties associated with the position. Willingness to work a flexible schedule - including some evenings and weekends.

**What We Offer**
- Extended health and dental package after 3 months of employment
- Employee Assistance Program
- RRSP match after 1 year of employment
- Veterinary services discount for employee pets
- Pet supply and SPCA Thrift Store discount

**How to Apply**

**Job Types**: Full-time, Permanent

Pay: From $18.50 per hour

Expected hours: 32 - 40 per week

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match

Application question(s):
Work Location: In person