Customer Care Representative at The Ontario SPCA and Humane Society – Pembroke, Ontario

Who We Are

The Ontario SPCA and Humane Society is a registered charity and has been operating for 150 years. The Society provides care, comfort and compassion to animals in need in communities across Ontario; we value all animals and advocate to treat them with respect and kindness. We strive to keep pets and families together and do so through a variety of community support services.

Values

Our core values include having compassion for the people and animals we serve. Being transparent with the individuals we interact with every day and the team members we work with. Each day striving for excellence in relation to animal welfare. Collaborating with one another to ensure a team spirit in caring for the animals. We take accountability for our actions and the impact we are making in pet-related care. All our values add up to ensure the upmost care, comfort and compassion and to treat the animals and the communities we serve with respect and kindness.

• Compassion
• Transparency
• Excellence
• Collaboration
• Accountability

Why You Should Join Our Team?

• Be part of an energetic team environment with others who share your passion for animal wellbeing!
• Employee Family Assistance Program
• 3 weeks of vacation to start!
• Predictable daytime hours
• Free onsite parking
• Discount on Ontario SPCA apparel, Paws & Give merchandise, Virtual pet care, and pet food too!
• Opportunities for professional development

Your Community Impact

By joining the Ontario SPCA, you will have a great impact on both the animals and communities we serve. As a Customer Care Representative (CCR) you become an expert of the best ways to ensure individuals have the knowledge they require in regard to their specific situation and their companion or future companion. You can be assured you will leave your shift having a sense of fulfilment at the end of each day. Making a difference in the lives of so many people, you will provide them with care and comfort and compassion knowing you helped a family make the best decision regarding a beloved pet. By joining our team as a Customer Care Representative, you are joining a team you can count on shares the same goals, passion, and love for animals that you do!

Opportunity

Position: We are seeking a Customer Care Representative to provide superb customer service to the public, including donors and volunteers, and ensure compliance with the Centre’s policies and procedures. This role handles the day-to-day customer care interactions for the centre including telephone reception, emails, social media, volunteer coordination and more. As an adoption services expert for the centre this role also ensures a seamless adoption experience for our clients and animals each and every time. This is a part-time, fixed-term role that is scheduled to end in August 2027.

A Typical Day

• Greeting visitors and seeking client information to support/understand customer needs
• Advising the public in a variety of ways including general inquires, adoption counselling, retention counselling, relinquishment counselling and general animal care questions
• Assisting the public with adoptions and adoption inquiries and acting as a resource for centre visitors seeking information on the adoption program
• Ensuring adoptive family is adequately informed of the needs of the animal, including follow-up care behavioural queries and/or rehabilitation requirements.
• Supporting the foster program by providing supplies and setting up appointments with foster parents.
• Participating in animal care duties including general cleaning, enrichment and behavioural care
• Performing general clerical duties and record keeping
• Providing instruction, coaching and mentoring to volunteers and foster parents
• Processing service/adoption payments

Setting up For Success

• Excellent communication skills
• Team player
• Animal care experience
• Previous clerical experience
• 1-3 years of Customer service experience in a fast-paced environment
• Ability to lift 18 kg (40lbs) and control 45 kg (100lbs) (large dog)
• High School Diploma (or equivalent) required
• Certificate or College Diploma in Animal Care or working towards, preferred
• Open availability including weekdays, weekends and holidays

We Can’t Wait to Meet You!

• Click Apply Now and upload your resume and cover letter.

We wish to thank all applicants for their interest in the Ontario SPCA and Humane Society, however only those selected for an interview will be contacted.

The Ontario SPCA and Humane Society embodies a culture that embraces diversity, equity, inclusion, and belonging (“DEIB”) and welcomes applications from individuals of diverse backgrounds. Our DEIB practices foster a fair and consistent environment, enabling everyone to feel welcomed, supported and valued in the workplace.

The Ontario SPCA and Humane Society provides accommodation during all stages of the recruitment process. Should you require any accommodation, please advise us if you are contacted for an interview and we will work with you to meet your accessibility needs. For any questions, suggestions or required documents regarding accessibility in a different format, please contact us at 888-668-7722.

Our Commitment to a Human-Centered Hiring Process

Our organization complies with Ontario Employment Standards Act, 2000, and relevant privacy legislation. While we use technology to help manage applications efficiently, resumes are personally reviewed by a member of our recruitment team. From screening to interviews and final decisions, our process is rooted in a human-centered approach.