Guest Services Associate

Lollypop Farm, Humane Society of Greater Rochester; Village of Fairport (NY); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a compassionate Guest Services Associate to enhance the guest experience. This role involves welcoming visitors, providing essential information, managing communications, and ensuring a friendly atmosphere. You will play a vital part in connecting clients with resources for their pets while maintaining a clean and organized environment. If you're passionate about animal welfare and enjoy working in a dynamic setting, this opportunity is perfect for you. Join a team dedicated to making a difference in the lives of animals and their owners in a supportive community-focused organization.

Qualifications

• High school diploma required; customer service experience preferred.
• Strong interpersonal and communication skills are essential.

Responsibilities

• Greet guests and respond to their inquiries in a welcoming manner.
• Maintain call logs and lost and found records effectively.
• Collaborate with volunteers and ensure a tidy lobby appearance.

Skills

Interpersonal Skills

Communication Skills

Customer Service

Adaptability

Computer Skills

Social Media (Facebook, Instagram)

Education

High School Diploma or Equivalent

2+ Years in Customer Service

Tools

Microsoft Word

Microsoft Excel

Job description

Description

We're growing! Lollypop Farm, the Humane Society of Greater Rochester, is hiring for a Guest Services Associate. The Guest Services Associate carries out the mission of Lollypop Farm by welcoming guests and clients to the organization and connecting them to resources for their pets.

Essential Job Duties:

1. Answers the main telephone lines to the organization, responding to questions and directing calls to the appropriate internal or external resources
2. Greets guests to the main lobby and responds to their questions and needs, directing them or providing information on programs and services
3. Maintains daily call logs
4. Maintains Lost and Found records. Documents lost and found reports, searches for matches, shares information internally, updates lost and found records as needed, and reports on activities
5. Posts lost or found pets on Facebook, and responds to comments and messages in a timely manner
6. Conducts sales in the Lollypop Shop gift shop; assists with restocking and inventory
7. Performs gift shop supply pickups with local vendors
8. Collaborates with and supervises guest services volunteers
9. Answers questions and gives general information regarding adoptable pets
10. Collaborates with other teams to help clients and guests with timely communication and service
11. Ensures a clean and tidy lobby appearance to welcome guests
12. Carry out responsibilities in accordance with the company’s policies and applicable state and federal laws
13. Observe all safety rules and regulations for self and others
14. Performs other duties as requested

Requirements

Education & Experience: High school diploma or equivalent education. Two years of experience in customer service strongly preferred. Experience working in Microsoft Word and Excel and using online information systems strongly preferred. A combination of education and experience will be considered if aligned with the position.

Skills: Strong interpersonal skills with a positive and compassionate attitude. Skilled in delivering positive, clear, concise, accurate, and timely communications. Excellent communication skills. Able to work calmly and effectively in a noisy and busy environment. Able to prioritize tasks and adapt to change. Strong computer and internet skills in a PC environment and a working knowledge of Facebook and Instagram.

Physical Demands: While performing the duties of this job, the employee is frequently required to remain in a stationary position during shift, move throughout the building and move weight up to 40 pounds. Frequently required to communicate with others. Occasionally required to move excessive weight.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of this position.

Must Align with the Company Mission, Vision and Core Values:

Mission: Together with our community, we better the lives of animals through justice, prevention, and life-saving care.

Vision: A just and compassionate world for all animals.

Core Values: We embrace and recognize that Lollypop Farm donors are the heroes of our work – voluntarily offering time or money, no matter the amount – to support our mission. Together, our core values unify and guide us to provide the best service to the animals, our community, our organization and ourselves.

1. Compassion: We show empathy and sympathy for what people and animals are experiencing through positive and constructive actions.
2. Communication: We exchange thoughts, feelings, and ideas in pursuit of mutually-accepted goals.
3. Flexibility: We are willing and comfortable adapting to new circumstances and conditions.
4. Commitment: We are steadfast in our efforts to achieve our mission.
5. Teamwork: We collaborate and communicate to achieve common goals, understanding that the organization thrives when unified.
6. Integrity: We act with honor, fairness, and respect for animals, individuals, the organization, and our community.
7. Respect: We are considerate and show professional regard for all aspects of our work.

Commitment to Diversity

At Lollypop Farm, we believe that people are our greatest strength. We are united by our mission - Together with our community, we better the lives of animals through justice, prevention, and lifesaving care. Our values inspire us to promote and support a diverse and equitable environment of mutual respect where all staff, volunteers, and community members feel a sense of inclusion and belonging.

EOE/ADA