Guest Services Associate

Job Description

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 role is energetic, fast-paced, and full of opportunities to make a difference every day. As the first point of contact, you’ll play a vital role in supporting people and their pets—solving problems quickly, guiding families through services, and making every guest feel welcome. If you thrive in a busy environment and love helping others, this is a rewarding role where your work truly matters.

Schedule : Tuesday - Saturday, 9 AM - 6 PM

Essential Job Duties :

• Greet guests warmly in the main lobby, responding to their needs and guiding them to programs and services that best support them and their pets.
• Serve as a welcoming first point of contact by answering main telephone lines, responding to questions with care, and directing calls to the right internal or external resources.
• Keep accurate daily call logs to ensure smooth communication and follow-up.
• Assist the community with Lost and Found needs by responding with compassion, documenting reports accurately, searching for matches, keeping families updated, sharing information internally, and providing timely reporting.
• Share information about lost or found pets on Facebook and respond to community comments and messages in a timely, caring manner.
• Run the Lollypop Shop gift shop by assisting guests with purchases, restocking items, maintaining accurate inventory, performing supply pickups, and overseeing volunteers.
• Partner with, guide, and support guest services volunteers to provide excellent service.
• Answer guest questions about adoptable pets.
• Collaborate with other teams to ensure clients and guests receive timely, compassionate communication and service.
• Maintain a welcoming, clean, and organized lobby environment that reflects the care and professionalism of the organization.
• Thrive in a high-paced environment by multitasking across phone, lobby, and guest interactions while maintaining a positive, solutions-focused approach.
• Carry out responsibilities in accordance with the company’s policies and applicable state and federal laws.
• Observe all safety rules and regulations for self and others.
• 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 Google Apps, Facebook, and using online information systems strongly preferred. A combination of education and experience will be considered if aligned with the position.

Skills : Positive, compassionate, and guest-focused with strong interpersonal skills. Clear, accurate, and warm communicator across phone, in-person, and online channels. Thrives in a busy, high-paced, multitasking environment. Quick to independently problem-solve, prioritize tasks, and adapt to changing needs. Proficient with computers and social media (Facebook, Instagram) to engage guests and the community.

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.

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