THE BRITISH COLUMBIA SOCIETY FOR THE PREVENTION OF CRUELTY TO ANIMALS
Our mission: To protect and enhance the quality of life for domestic, farm and wild animals in B.C.

Call Centre Operator

Victoria Call Centre

Posting date: March 17, 2017
Closing date: March 31, 2017 

Join an international leader in animal welfare!

The BC SPCA was established over 120 years ago and we continue to grow stronger every year. We are a non-profit charitable organization dedicated to protecting and enhancing the quality of life for domestic, farm and wild animals in British Columbia. Today we have 44 locations throughout BC that provide a wide range of services and programs to help more than 45,000 animals in distress and need each year.

The BC SPCA has an opening for a full-time Call Centre Operator professional who is committed to providing excellent customer service. Working within our Cruelty Investigations Department the Call Centre Operator is the first point of contact in the investigation & interview process, taking cruelty reports & dispatching Animal Protection Officers throughout the province. This position handles general enquiries & transferring of calls within the BC SPCA.  This position is also responsible for providing excellent customer service & accurate & timely advice & information as a call centre operator engaging in inbound & outbound calls to & from the public & internal stakeholders.

You are candidate is committed to professionalism & excellence in customer service. You have demonstrated excellent oral & written communications skills as well as being able to react quickly, logically, efficiently & calmly in emergency situations.

You will display exceptional prioritizing & multi-tasking in an emergency, priority driven environment & are able to remain flexible & adaptable in every changing work environment while contributing to the team’s goals.  Under the direction of the Call Centre Manager your excellent customer service skills will assist you to:

  • Respond to general inquiries from the public in a knowledgeable & friendly fashion.

  • Maintain a thorough understanding of the Society’s programs, policies & resources in order to provide members of the public with the most accurate & up-to-date information. 

  • Up-date information through on-line portals as needed including the BC SPCA website & social media sites. 

  • Answer inbound calls from the public who are reporting animal cruelty complaints & enters detailed complaints into Shelter Buddy for dispatch to special provincial constables

  • Liaise with the cruelty investigations staff to ensure effective communication pertaining to cruelty investigations

  • Receive & answer inbound calls from the public pertaining to wildlife & provides advice or referrals as required

  • Provide information & referrals where applicable to the public pertaining to animal questions or concerns within their community

  • Escalate calls as required to lead call centre operator &/or Manager, Call Centre Operations

  • Provide administrative support to various BC SPCA departments

  • Other duties as may be required

Required skills, knowledge & abilities to succeed in this role:

  • Post-secondary education in social sciences, criminology/law preferred

  • Displays honesty, integrity & ethical conduct at all times

  • Is committed to professionalism & excellence in customer service

  • Reacts quickly, logically, efficiently, & calmly in emergency situations

  • Displays exceptional prioritizing & multi-tasking in an emergency, priority driven environment

  • Active listening skills: critical listening, empathic, patient, gain clarity & understanding, judge the content not the delivery

  • Exhibits excellent oral & written communication skills

  • Remains flexible & adaptable in an ever changing work environment while contributing to the teams’ goals

  • Experience working or volunteering with animals

  • Experience working in a high volume call center environment is preferred

  • Knowledge of British Columbia geography is an asset

  • Excellent computer skills with fast & accurate keyboarding including Microsoft Excel

  • Research skills & navigating databases

  • Must successfully pass BC SPCA testing which examines your skills in the areas of data entry, call summarization, decision making, map reading, memory recall & prioritization (training course to be provided by BC SPCA)

  • Flexible work schedule & be able to work any day of the week

If you would like to be involved in a great cause, have a career in a rewarding & exciting organization & are legally entitled to work in Canada we would like to hear from you. Complete the attached employment application (PDF) and email it along with your resume & cover letter (MS-Word or PDF format) to: careers@spca.bc.ca.  Help us make a difference.

To ensure delivery, please use the following subject line for your email: "BC SPCA Job Posting - CCO FT".

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

The BC SPCA is a registered not-for-profit organization BN 11881 9036 RR0001.

 

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