Provincial Communications

Location- 7 Scarfe Crt, Dartmouth- Number of Positions- 1-3- Job Competition Closes- When position is filled- Job Type- 2 full time, 1 part time- Salary- $18 - $19The Provincial Communications & Administrative Assistant Position is a key member of the Nova Scotia SPCA and is
primarily responsible be the liaison between the Nova Scotia SPCA and community members who are seeking assistance.
In addition to being able to effectively solve customer issues, complaints and inquiries; keeping customer satisfaction at
the core of every decision and behavior, Provincial Communications & Administrative Assistants will be responsible to
support the administrative needs of the Nova Scotia SPCA Provincial Office Management Team and the College of Animal
Welfare.

**Communications**
- Interview clients during telephone calls to obtain information useful in providing effective solutions
- Proffer advice and recommendations concerning company services and programs
- Ensure compliance with set standards of customer service when conversing with clients
- Assist customers in resolving issues with services & programs
- Create and update customer profile/accounts to allow for easy resolution of customer problems
- Book veterinary hospital appointments and process credit card payments
- Operate computer and IT equipment such as switchboards, headset etc.
- Escalate complex issues to more experienced call center operators for proper resolution
- Inspect work equipment to verify they are in good working order, they also notify technicians in case of a malfunction
- Maintain records of inquiries or complaints as well as logs of interaction with customers
- Calm angry or frustrated customers and ensure their challenges or issues are addressed properly
- Go the extra mile to build and maintain positive trust relationship with clients
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics

**Administrative Responsibilities**
- Provides administrative support to by providing reception services, processing mail, taking meeting minutes, filing, and preparing and proofreading correspondence, reports, and other documents as requested.
- Assists college by answering questions and providing information, locating desired information and materials, typing, collating, preparing and/or proofreading correspondence, and other material.
- Assists students by determining who can best provide information needed by the student, providing basic and initial assistance to students with questions about classes, registration, permissions, etc. using established guidelines (information in course catalogs, departmental and college documents, and established policies and procedures).
- Supports the work of the Nova Scotia Provincial Office by purchasing equipment and supplies, maintaining an inventory of office supplies, and utilizing the appropriate process to pay for goods or services purchased.
- Helps to organize and conduct departmental events, as directed, by securing, food, preparing invitations, announcements, agendas, brochures, and packets, and assisting with the event as it occurs.
- Supports the administrative business functions of the Provincial Office by organizing the staff evaluation process, verifying and processing student and part-time employee time records, scheduling the use of facilities, or meeting rooms, and maintaining the security of classrooms, labs, equipment, and records.
- Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
- Provides 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. Responsible to convey accurate and appropriate information to donor needs by phone or in person.
- Supports the department by performing all other duties as assigned by the CEO.

**Required Skills**:

- Previous experience in a customer support role
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, manage time effectively, work under shifting priorities and deadlines
- Ability to work independently and as part of a team
- Excellent attention to detail
- Strong work ethic, willing to devote energy to a project
- Excellent people skills with a professional approach to all interactions
- Willingness to learn new skills
- Ability to work effectively with multiple stakeholders including: board members, volunteers and donors
- Experience working in a philanthropic environment is an asset.
- Excellent verbal and written communication skills.
- Strong organizational and time management skills.
- Demonstrated experience working with senior volunteers.
- High