Guest Experience Lead

SAN-Diego-Humane-Society; El Cajon (CA); On-site; USD 30,000 - 34,000; Full time

Job summary

San Diego Humane Society in El Cajon is seeking a full-time Guest Experience Lead to elevate every visitor's experience. You will support and mentor staff, ensure accurate information is shared, and provide coverage across Guest Experience functions including Adoptions, Admissions, and Customer Relations.

The role requires a high school diploma, 2 years of customer service, 1 year of data entry, and leadership aptitude. Bilingual Spanish is a plus.

Qualifications

• Two years of customer service experience required.
• One year of data-entry experience required.
• Previous leadership position or aptitude for leadership required.
• Bilingual Spanish is a plus; bilingual preferred.

Responsibilities

• Serve as the lead for Guest Experience across areas: Guest Relations, Adoptions, Admissions, Stray, Reclaim, and Pet Reunification, providing coverage as needed.
• Assist Supervisor in staff and volunteer training and participate in cross-training for GR & Adoption areas.
• Act as the first point of contact for resolving challenging guest interactions and escalations.
• Help maintain inventory of retail items and department supplies, restocking lobby items and tracking reorders.
• Review Shelter Buddy records to ensure accuracy as needed.

Skills

Customer service

Data entry

Leadership

Bilingual Spanish

Education

High school diploma or equivalent

Job description

San Diego Humane Society is hiring a full-time Guest Experience Lead for our El Cajon Campus!How you’ll impact our mission:At San Diego Humane Society, we’re united by our mission to Inspire Compassion, providing hope and advancing the welfare of animals and people. The Guest Experience Lead is responsible for supporting an exceptionally positive, courteous and professional experience for every guest. In this role, you’ll provide daily support to team members, help mentor staff, ensure accurate information is shared, and offer coverage across Guest Experience functions. You’ll also assist with staff training, departmental inventory, and SOP review – all while modeling SDHS’s high standards for guest service and care.This role delivers service at the gold standard level in alignment with the SDHS Way, to meet the needs of animals and the people who love them by leading with compassion, finding creative solutions, providing personalized care and building connections. If you’re passionate about making an impact in the animal welfare movement, we’d love to talk to you.What’s in it for you?At SDHS, we’re proud to be an Equal Employment Opportunity Employer and commit to being a place where every person – staff, volunteer, and guest – can feel a sense of belonging. We support and invest in employees through conscious delivery of benefits and a workplace environment based on our Core Values.As an employee you’ll enjoy:Competitive pay and paid time-off (including your Birthday Day Off!)Comprehensive benefits package, training and well-being programs403(b) retirement plan with 5% match after 1 yearFree pet adoptions, pet vaccines and spay/neuter services…and so much more!What you’ll do:Perform the full scope of Guest Experience Associate duties and participate in and provide coverage for all areas of Guest Experience: Guest Relations, Adoptions, Admissions, Stray, Reclaim, and Pet Reunification. Provide coverage in other non-scheduled areas as needed.Assist Supervisor in training staff and volunteers, and participate in cross-training to ensure all staff are cross-trained in Guest Relations (GR) & Adoption areas.Serve as the first point of contact for other Guest Experience Associates needing support resolving challenging guest interactions.Assist Supervisor with maintaining inventory of retail items and department supplies, including restocking for-sale items in the lobby and tracking items for reorder.Review records in Shelter Buddy to ensure accuracy as needed.What we’re looking for:High school diploma or equivalent required.Two (2) years customer service experience required.One (1) year data entry experience required.Previous experience in a leadership position or demonstration of aptitude as a leader required.Bilingual skills a plus, bilingual-Spanish preferred.Location & Hours: Based at our El Cajon Campus. This position works 40 hours per week.Pay: Starting range is between $22.00 – $24.48 per hour and is eligible for an hourly bilingual-Spanish premium.The listed hiring range for this position depicts the target range of pay rates for candidates. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. Compensation for internal candidates may increase beyond the listed range based on performance over time. For all candidates, the actual starting pay rate is determined by a variety of factors, including but not limited to your years of related education and experience, internal pay equity, and position location.To learn more about our benefits and perks, click here.Career Growth through Job Levels: Guest Relations offers three job levels as you grow within your role. Growth is based on time worked in your SDHS Guest Experience Lead role and meeting other training and performance requirements – everyone can advance once they meet the requirements! Advancing levels is recognized through a title change and pay increase.