Guest Experience Lead
About The Position
San Diego Humane Society is hiring a full-time Guest Experience Lead based at 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 mentoring to team members, helps ensure accurate information is shared, and provides coverage across Guest Experience functions. The role also assists with staff training, departmental inventory, and standard operating procedure review, while modeling the organization’s high standards for guest service and care. Service is delivered in alignment with the SDHS Way, emphasizing compassion, creative solutions, personalized care, and connection. The position works 40 hours per week. The starting pay range is $22.00–$24.48 per hour and the position is eligible for an hourly bilingual-Spanish premium. The organization describes career growth through job levels, with advancement 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 required.
- Two years of customer service experience required.
- One year of data entry experience required.
- Previous leadership experience or demonstrated aptitude as a leader required.
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 ensure staff are cross-trained in Guest Relations and Adoption areas.
- Serve as the first point of contact for Guest Experience Associates who need support resolving challenging guest interactions.
- Assist the Supervisor in 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.
- Review standard operating procedures as part of supporting departmental operations.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
