JOB TITLE

Guest Services Associate

DEPARTMENT

Guest Services

ACCOUNTABILITY

Senior Shelter Operations Manager

FUNCTION

The Guest Services Associate serves as a primary point of contact for clients, visitors, and community members across multiple Placer SPCA locations, including the Intake Center, Adoption & Education Center, and Veterinary & Foster Care Center.

This role is responsible for delivering a consistent, welcoming, and solution-focused guest experience across all points of contact, both in person and over the phone. Guest Services Associates provide accurate information, compassionate support, and clear guidance to clients navigating services such as reclaim, surrender, adoption, lost/found, and community veterinary services.

Through professional and empathetic communication, this position plays a key role in supporting positive outcomes for animals and the people who care for them. Guest Services Associates help build trust, reduce barriers to care, and strengthen the human–animal bond by connecting clients with appropriate services, resources, and support options whenever possible.

Working collaboratively across teams and locations, this role ensures that each interaction reflects the organization’s commitment to respectful, responsive, and high-quality service.

DUTIES & RESPONSIBILITIES

Client Experience & Front Desk Operations

• Greet, assist, and direct all guests in a professional, courteous, and compassionate manner across assigned service locations, creating a welcoming environment for a diverse and often emotional public. *
• Provide clear, accurate, and supportive communication regarding shelter and community clinic services, policies, and procedures. *
• Conduct adoption, reclaim, and surrender counseling conversations in alignment with organizational standards and customer care expectations. *
• De-escalate concerns and resolve routine client issues, referring more complex situations to leadership as appropriate. *
• Answer and manage incoming phone calls, voicemails, and general inquiries, ensuring timely and appropriate follow-up. *
• Ensure each guest interaction reflects established organizational service standards and contributes to a consistent experience across locations. *
  

Animal Intake, Outcome & Service Support

• Support intake and outcome pathways across the Intake Center, Adoption & Education Center, and Veterinary & Foster Care Center, including documentation, communication, and coordination of services. *
• Assist clients with lost/found, surrender, adoption, and reclaim processes, ensuring a clear and supportive experience. *
• Support community clinic operations by assisting clients with appointment scheduling, check-in and check-out processes, and general service coordination. *
• Facilitate surgery and procedure workflows, including client communication, appointment confirmation, intake of patients at drop-off, and coordination with veterinary team members. *
• Provide guidance regarding available programs, services, and community resources that support keeping pets in homes when appropriate. *
• Ensure all required paperwork is complete, accurate, and compliant prior to processing across both shelter and veterinary service areas. *
  

Administrative, Financial & Software Systems

• Process shelter and clinic records and transactions including, but not limited to: adoptions, redemptions, surrenders, foster placements, transfers, euthanasia documentation, and clinic service transactions. *
• Accurately enter and maintain records within designated systems, which may include QuickBooks, Square, PetPoint, and IDEXX Neo, depending on assigned location and responsibilities. *
• Support daily financial processes including receipt handling, reconciliation support, and preparation of deposits as assigned. *
• Maintain appropriate inventory levels of forms, educational materials, office supplies, and client handouts across assigned sites. *
  

Facility & Animal Care Support

• Maintain clean, organized, and welcoming front-of-house environments across assigned locations, including lobbies, offices, adoption spaces, clinic reception areas, and public spaces. *
• Provide basic care for pocket pets housed in front-facing areas (e.g., Cubes, habitats, rooms, & livestock kennels), including feeding, cleaning, and enrichment as assigned. *
• Assist with general cleaning and sanitation protocols in alignment with shelter and clinic standards. *
  

Team Support & Collaboration

• Work collaboratively with staff, volunteers, and leadership across multiple centers to support daily operations and a positive team environment. *
• Assist in orienting and supporting volunteers with front desk or administrative tasks as appropriate.
• Communicate effectively across departments and locations to ensure continuity of care and service. *
• Prioritize tasks in a fast-paced, multi-site environment and adapt to changing operational needs. *
  

Animal Handling & Transport

• Safely handle and transport animals, including dogs, cats, and small companion animals, between areas within and across Placer SPCA locations as needed.
• Load and unload animals into carriers and vehicles using safe handling practices and low-stress techniques.
  

Professional Development & Compliance

• Maintain a working knowledge of animal behavior, basic health indicators, and appropriate care standards. *
• Participate in required training, staff meetings, and organizational initiatives. *
• Adhere to all safety protocols, including OSHA/IIPP guidelines and low-stress animal handling practices. *
• Perform other duties assigned to support organizational goals and operations.*

* Essential functions of the job

QUALIFICATIONS

• Must be at least 18 years of age to meet legal requirements associated with the duties of this role.
• High school diploma or GED required.
• Fear Free Certification or obtained within 90 days of hire.
• Strong organizational and communication skills with the ability to work independently and exercise sound judgment.
• Proficiency in Microsoft Office Suite and ability to perform various duties using QuickBooks, & shelter/veterinary database systems (e.g., PetPoint and IDEXX Neo), with the ability to learn new applications as needed.
• Strong attention to detail with the ability to accurately document and maintain operational records and compliance logs.
• Must be able to safely lift and carry supplies or animals weighing up to fifty pounds with Ability to work independently and as part of a team in a fast-paced environment
  

WORKING CONDITIONS

• Position classification: Non-exempt, Full-time or Part-time
• Starting salary range: $18.04 – $19.14/hour, based on experience and demonstrated skills.
• Position salary range: $18.04-$20.30 with merit-based adjustments in accordance with organizational policy.
• Work Schedule: Full-time 40-hour work week or Part-time up to 29-hour work week; includes weekend days, some holidays and evenings, and occasional overtime.
• Regular exposure to animals that may be sick, injured, aggressive, unruly, or deceased.
• Potential exposure to zoonotic diseases, parasites, cleaning chemicals, and facility maintenance substances.
• Frequent interaction with the public in a dynamic, fast-paced, and at times stressful and emotional environment.
• Work is performed in an emotionally charged setting that requires resilience, adaptability, and sound judgment.
• Position requires willingness to attend training programs to maintain and enhance skills as identified and needed.
• Compliance with PSPCA Employee Policy Manual required.
• May be assigned to work at the Intake Center, Adoption & Education Center, and/or Veterinary & Foster Care Center based on operational needs.
• Exposure to cleaning agents and disinfectants commonly used in animal care environments