Job Detail

POSITION: Call Centre Operator Wildlife (2 openings)

JOB TYPE: Temporary Full-time (08 weeks)

SHIFT: 7-days a week operation

• Mon - Fri (8 a.m. to 6 p.m.)
• Sat - Sun (8 a.m. to 6 p.m.)

LOCATION: Provincial Call Center (Remote)

Need to live in the following ridings, proof of residency may be required

• Cowichan / Malahat/Langford
• Esquimalt / Sooke/ Richmond/ East Saanich-Gulf Islands / Burnaby South

WAGE: $20.50 per hour

CLOSING DATE: Open Until Filled

(Submit resume, cover letter and two references)

The BC SPCA is currently recruiting two Call Centre Operators to work anchored at our Provincial Call Centre. These temporary full-time positions will work from home in the above-designated areas and may be funded by the HRSDC Canada Summer Jobs (CSJ) program. Applicants are required to meet CSJ criteria, including:

• Must be between 15-30 years of age
• Must be a Canadian citizen, permanent resident, or person to whom refugee protection has been conferred under the immigration and refugee protection act for the duration of the employment; and,
• Must have a valid social insurance number at the start of employment and be legally entitled to work in Canada in accordance with relevant provincial or territorial legislation and regulations.

Position Summary:
Our Call Centre is the first point of contact in the investigation and interview process, taking cruelty reports and dispatching Animal Protection Officers throughout the province. Reporting to the Manager, Call Centre Operations, this position handles general enquiries, entering animal cruelty complaints and transferring of calls within the BC SPCA. The successful candidate must have the flexibility to cover shifts on short notice – including weekdays, weekends and statutory holidays.
Working in a call center is a demanding line of work, where success lies in combining skills. As a call center 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 have the ability to speak effectively to customers from a variety of diverse backgrounds. You are skilled and empathic to the needs of the caller and have a calm and confident demeanor in uncertain circumstances.

To succeed you 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:
If you are passionate about animal welfare, a skilled communicator, are interested in becoming a part of our Call Centre team, and are legally entitled to work in Canada, we would like to hear from you. Remember to include in your cover letter which area you are applying for. Click on apply now or use the link: https://spca.bc.ca/about-us/careers/

We welcome diversity, value differences, and foster inclusion in our employment practices. We invite applications from all qualified individuals who are philosophically aligned with our mission and guiding principles.

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