Call Center Representative


Duties & responsibilities


  • Represent BVSPCA in a professional, polite, and enthusiastic manner.

  • Contact each BVSPCA adopter by telephone the week following adoption.

  • Answer incoming shelter phone calls for each campus.

  • Follow up with Animal Health Center clients to check on patients and to reschedule missed appointments.

  • Work in shelter and clinic software to document conversations and create appointments for customers and clients.

  • Maintain a current and fluid library of community and company resources to assist pet parents with any behavioral, economical, medical, or housing challenges they may be experiencing.

  • Respond to inquiries relating to surrendering/relinquishing a pet or found pets via phone and email correspondence respectfully and compassionately.

  • Schedule owner relinquishment appointments and when appropriate, connect owners with resources that promote and assist with pet retention.

  • Adhere to all BVSPCA organizational policies and procedures.

  • Maintain a positive attitude, and communicate tactfully and effectively with the public.

  • Other duties as assigned.


  • Compassionate and respectful attitude in the face of highly emotional situations.

  • Willingness to understand and learn about animal behavior.

  • Resourcefulness and the desire to go above and beyond to help owners retain their pets, or if appropriate, create a plan for surrender that best assists the owner and the animal.

  • Communication and Contact: Communicate effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside of BVSPCA, display tact and above average communication and customer service skills. Must be able to maintain confidentiality and must be able to convey a positive and professional image to the public and employees.

  • Attendance and Dependability: Must be able to report to work at the scheduled time; ensure the department is ready to open on time each day, can be depended on to complete work in a timely, accurate, and thorough manner, and is conscientious about assignments.


· Work effectively with individuals and colleagues from diverse communities and cultures.


  • Ensure a safe work environment; following all safety guidelines and modeling safe work practice.

  • Take immediate action to address any safety concerns that could put a staff member, volunteer, client, animal, or the organization at risk.

  • Maintain a clean, healthy, and sanitary work area.


  • A high school diploma.

  • At least one year of Customer Service or Call Center experience.

  • Ability to multitask under high-pressure situations.

  • Commitment to the mission, values, goals, and success of the BVSPCA.

  • Familiarity with humane animal treatment and the Five Freedoms.

  • Comfortable working in the shelter environment and willing to accommodate animals in the work place.

  • Computer literate and able to master PetPoint and Hippo software as applicable to adoption operations, scheduling, and veterinary client follow-up.

  • Self-motivated and able to initiate and complete tasks.

Working Conditions

  • Work is performed in an office setting.

  • Regular sitting at a computer workstation 6-8 hours per day

  • Possible exposure to animals and animal allergens.

Job Type: Full-time

Pay: $14.50 per hour


  • 401(k)

  • 401(k) matching

  • Dental insurance

  • Health insurance

  • Paid time off

  • Vision insurance

Experience level:

  • No experience needed

  • Under 1 year


  • 8 hour shift

  • Day shift

Weekly day range:

  • Monday to Friday

  • Weekend availability

Work setting:

  • In-person

COVID-19 considerations:
Masks required if not fully vaccinated.

Application Question(s):

  • Are you available to work 40 hours/week?


  • High school or equivalent (Preferred)


  • Customer Service: 1 year (Preferred)

Work Location: In person

If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.

All rights reserved. © 2024 Brandywine Valley SPCA.