Guest Experience Lead
About The Position
San Diego Humane Society is hiring a full-time Guest Experience Lead for its El Cajon Campus. The role supports an exceptionally positive, courteous, and professional experience for every guest while advancing the organization’s mission to inspire compassion and improve the welfare of animals and people. The Lead provides daily support and mentorship to team members, helps ensure accurate information is shared, and provides coverage across Guest Experience functions. The position also supports staff training, departmental inventory, and review of standard operating procedures, while modeling SDHS’s standards for guest service and care. Service is expected to align with the SDHS Way by leading with compassion, finding creative solutions, providing personalized care, and building connections. The position is based at the El Cajon Campus and works 40 hours per week. The starting pay range is $22.00–$24.48 per hour, with eligibility for an hourly bilingual-Spanish premium. Starting pay depends on factors including related education and experience, internal pay equity, and location. Career growth is available through job levels, based on time in the role and meeting training and performance requirements; advancement is recognized with a title change and pay increase.
Requirements
- High school diploma or equivalent.
- Two years of customer service experience.
- One year of data entry experience.
- Previous experience in a leadership position or demonstrated aptitude as a leader.
Nice To Haves
- Bilingual skills are a plus; bilingual Spanish is preferred.
Responsibilities
- Perform the full scope of Guest Experience Associate duties and participate in and provide coverage for Guest Relations, Adoptions, Admissions, Stray, Reclaim, and Pet Reunification.
- Provide coverage in other non-scheduled areas as needed.
- Assist the Supervisor with training staff and volunteers.
- Participate in cross-training to help ensure all staff are cross-trained in Guest Relations and Adoption areas.
- Serve as the first point of contact for Guest Experience Associates seeking support with challenging guest interactions.
- Assist the Supervisor with maintaining inventory of retail items and department supplies, including restocking lobby items for sale and tracking items for reorder.
- Review records in Shelter Buddy for accuracy as needed.
- Model SDHS standards for guest service and care.
Benefits
- Competitive pay and paid time off, including a Birthday Day Off.
- Comprehensive benefits package.
- Training and well-being programs.
- 403(b) retirement plan with a 5% match after one year.
- Free pet adoptions, pet vaccines, and spay/neuter services.
- Hourly bilingual-Spanish premium for eligible employees.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
