Provincial Contact Centre Representative

Location: Nova Scotia SPCA Provincial Office, Dartmouth, NS

Start date: May 2026

Job Type: Full-time

Compensation: Starting at $18.50 per hour

Job Overview

The Provincial Contact Centre Representative plays a critical role in delivering professional, compassionate, and consistent service to individuals contacting the Nova Scotia SPCA from across the province.

Operating within the Provincial Contact Centre, this position serves as a centralized point of communication supporting Nova Scotia SPCA shelters, programs, and the Investigations team. The role is responsible for managing inbound and outbound communications, documenting requests, and ensuring inquiries are directed appropriately while maintaining a high standard of client service.

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

Key Duties and Responsibilities

Communications:

  • Respond to inbound and outbound communications, including telephone calls, emails, and other contact channels.
  • Serve as a central communication hub supporting SPCA shelters, programs, and the Investigations team.
  • Provide accurate information and guidance regarding Nova Scotia SPCA services and resources.
  • De-escalate frustrated or upset customers with professionalism, empathy, and care, ensuring their concerns are addressed appropriately and effectively.
  • Build and maintain strong, trust-based relationships with clients through consistent, high-quality service.
  • Assess inquiries and determine appropriate next steps.
  • Document client interactions and service requests within internal systems.
  • Apply established contact center procedures and service standards.
  • Escalate complex or sensitive situations when necessary.
  • Maintain familiarity with SPCA programs and services to provide accurate information.
  • Operate computer and IT equipment such as switchboards, headsets etc.
  • Build and maintain positive trust relationships with clients.

Administrative and Operational Support:

  • Provide front-line support for SPCA programs including Spay & Neuter, Pet Pantry, and other community programs.
  • Assist individuals in understanding available services and guide them through intake or referral processes.
  • Assist with donor recognition and receipting, and convey accurate and appropriate information to donors.
  • Provide administrative assistance to the Provincial Office as required.
  • Assist with document preparation, records management, and coordination of Contact Center information.
  • Contribute to a collaborative and professional work environment.
  • Other duties as assigned.

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

Experience, Skills and Qualifications:

  • Experience working in a contact center, customer service, reception, or client support environment.
  • Strong verbal and written communication skills.
  • Professional judgment, empathy, and strong interpersonal skills.
  • Strong organizational skills with the ability to manage multiple priorities.
  • High attention to detail and accuracy.
  • Proficiency with Microsoft Office, including Word, Excel, and Outlook

It would be considered an asset to have:

  • Familiarity with CRM systems or call management platforms.
  • Experience in the non-profit, animal welfare, veterinary, or public service sectors.
  • A valid driver’s license is required.

Physical Requirements:

  • Seated computer- and telephone-based work for long periods in a results-focused contact center environment.
  • Physical ability to walk and/or stand on your feet throughout a normal workday is required.
  • Physical ability to lift and carry 40 pounds.

Additional Information:

  • Willingness to work a flexible schedule – including some evenings and weekends.
  • This role is primarily based at the Provincial Office; however, there may be potential for a hybrid work arrangement following successful onboarding and training, subject to operational needs and organizational policies.

How to Apply:

Nova Scotia SPCA is an equal opportunity employer and welcomes all qualified applicants, regardless of gender, race, age, sexuality, or disability. Preference will be given to candidates who self-identify as African Nova Scotians, racially visible persons, persons with disabilities, Aboriginal persons and persons of the LGBTQ+ community. We encourage applicants to self-identify.

Interested applicants are asked to submit their resume and cover letter indicating salary expectations to resumes@spcans.ca.

Please quote “Contact Centre Representative” in the subject heading if applying by email.

As a part of our hiring process, we require applicants to complete behavioural and cognitive assessments. You will be sent the links along with screening questions after submitting your resume.

We thank all applicants for their interest in a career at the Nova Scotia SPCA, however, only those selected for screening will be contacted.