Job Type: Permanent full-time
Location: Scarfe Crt, Dartmouth, NS, CANADA
Job Title: Communications & Veterinary Administrative Assistant
Number of Positions: 1
Date Posted: August 2024
Start date: As soon as possible.
Compensation: $17-19/ Hourly depending on skills and experience.
Training provided, health benefits after 3 months.
Purpose:
The Provincial Communications & Administrative Veterinary Assistant Position is a key member of the Nova Scotia SPCA and is primarily responsible be the liaison between the Tartan Tails Veterinary Hospital and community members who are seeking assistance from our public Veterinary Hospitals. In addition to being able to effectively solve customer issues, complaints and inquiries regarding the medical services offered by our Hospitals; keeping customer satisfaction at the core of every decision and behavior, Provincial Communications & Administrative Veterinary Assistants will be responsible to support the administrative needs of the Tartan Tails team & Hospitals.
Responsibilities:
The primary duty of a Communications & Administrative Veterinary Assistant is to receive calls for the Tartan Tails Hospitals (Dartmouth, Cape Breton and soon Stellarton). This position also provides administrative support as needed for the Hospitals. This role is at the forefront of developing positive relationships with our communities and ensuring that persons in Nova Scotia has access to our services and programs. Being a self-motivated individual, you will receive, resolve, and escalate calls in a professional and warm manner.
Communications:
- As probing questions of clients during telephone calls to obtain information useful in providing effective solutions.
- Booking hospital appointments and answering hospital inquiries via phone and email
- Proffer advice and recommendations concerning company services and programs offered by the SPCA to determine where we can best assist them.
- Manage inbound calls, emails, and messages to ensure effective and timely resolution of customer inquiries.
- Place outbound calls, emails, and messages to verify customer satisfaction and/or to educate the public regarding SPCA services & programs.
- Place outbound calls, emails, and messages to confirm appointment bookings, or to provide appointment instructions.
- Ensure compliance with set standards of customer service when conversing with clients.
- Create and update customer profile/accounts.
- Operate computer and IT equipment such as switchboards, headsets etc.
- Escalate complex issues to more experienced hospital team staff 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 relationships 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.
- Supports the administrative business functions of the Provincial Office
- 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 for conveying accurate and appropriate information to donors by phone or in person.
- Supports the department by performing all other duties as assigned by the CEO.
- Encourage and support a positive team
- Support communication efforts by ensuring policy and procedure changes are communicated, clarified, and
- Identify and deliver performance management procedures to staff as needed.
- Help lead key initiatives in partnership with community
- Build relevant and lasting relationships with community
- Work with Provincial Leadership Team on various initiatives including the continued enhancement of revenue streams that align with our mission and improve our ability to support a greater number of animals in need.
- Understand the impact of financial and operational changes and demonstrate strong problem-solving skills on behalf of the animals, community, stakeholders with the Provincial Leadership Team.
Required Skills:
Please note the Nova Scotia SPCA is committed to the principles of equity, diversity, inclusion, and accessibility in the hiring and support of our employees. Please advise us of any accommodation that you may require in your role that would ensure you are equipped and able to do your work and meet your needs as an individual.
- Previous experience in a Veterinary Hospital setting is an asset.
- 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 level of professionalism and drive, with an infectious enthusiasm and passion for delivering results.
- A valid driver’s license is preferred.
Qualifications:
- Veterinary Assistant certificate or equivalent experience.
- Familiarity with veterinary software considered an asset
- Strong working knowledge of MS Word, Excel, Outlook.
- Knowledge of Databases and navigating applications.
- Robust customer service experience considered an asset.
Additional Information:
- This position requires a flexible schedule. The current schedule is Monday to Friday, weekdays, however some evenings could be required in the future, or the occasional weekend in the event of an emergency situation.
- Driver’s license is required.
Physical Requirements:
- Physical ability to walk and/or stand on your feet throughout a normal workday is required.
- Physical ability to lift and carry 40 pounds
- Working conditions include sitting for the majority of the day, frequent interruptions, and evening and weekend work may be scheduled.
Hours of Work:
Work responsibilities require a standard 40 hours per week plus additional overtime as required fulfilling the duties associated with the position.
How to Apply:
Nova Scotia SPCA is an equal opportunity employer and welcomes all qualified applicants, regardless of gender, race, age, sexuality, or disability.
The Nova Scotia SPCA provides a competitive salary and a rewarding work environment.
Interested applicants are asked to submit their resume and cover letter to resumes@spcans.ca
Please quote “Communications & Administrative Veterinary Assistant” in the subject heading in your email reply.
