Animal Helpline Operator

4 days ago

Victoria, British Columbia, Canada BC SPCA 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 with benefits

SHIFT: 40 hours per week

LOCATION: Remote in Victoria, BC

CLASSIFICATION: Exempt

WAGE: Hourly

CLOSING DATE: Open until December 3rd, 2025

We welcome diversity, value differences, and foster inclusion in our employment practices. Find out more about our commitment to diversity and inclusion by reading our Foundational Principles on our website. We invite applications from all qualified individuals who are philosophically aligned with our mission, vision and values.

The BC SPCA is a dynamic organization with facilities and services across the province of BC. Join an expanding team in an exciting time of change in an organization that makes a difference Please read below for additional details and let us know if you have the skills and experience we are looking for by submitting your application.

About the Position:

Reporting to the Manager, Animal Helpline, this position provides exceptional and empathetic customer service through the BC SPCA Animal Helpline. This includes providing accurate and timely advice/information through inbound/outbound calls and emails both internally and externally. As part of this work, this role is also responsible for entering animal cruelty complaints, handling general enquiries and transferring calls within the BC SPCA. As assigned, this role may also be required to provide administrative support to various BC SPCA departments.

Some specific duties:

  • Receives and answers inbound calls and emails from the public pertaining to, but not necessarily limited to, the following areas. Provides knowledgeable, friendly, and empathic advice and/or referrals as required.
  • 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.
  • Answers inbound calls and emails from the public who are reporting animal cruelty complaints and enters detailed complaints into Shelter Buddy for dispatch to Animal Protection Services.
  • 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.
  • Assists with the managing of different shared email inboxes as required.
  • Acts as first point of contact for shelters.
  • Escalates calls and emails as required to Lead Animal Helpline Operator and/or Manager, Animal Helpline.
  • 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

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:

If you are interested in joining our team and are legally entitled to work in Canada, we would like to hear from you. Click on apply now or use the link to apply

We thank you for your interest in the BC SPCA, however; only candidates selected for an interview will be contacted. No telephone calls, please.

The BC SPCA is a Registered Charity BN RR0001

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