Guest Services Specialist

Starting Salary: $17.00 per hour

Spanish-speaking differential:  Additional $1.00 per hour for employees who demonstrate and maintain Spanish language proficiency and are willing to use this skill for Wayside Waifs' business purposes. 

Part-time Schedule:

Tuesday-Thursday: 10am-7pm

POSITION SUMMARY

The Guest Services Team is responsible for ensuring that every visitor receives outstanding customer service from the initial point of contact, whether on the phone or in person, and that all associated administrative duties are completed efficiently. As the first point of contact for guests, this team sets the tone for a positive overall experience. Guest Services also supports other departments as needed with a variety of administrative tasks. 

Reporting to the Adoptions Manager, the Guest Services Specialist is responsible for all day-to-day reception duties as well as additional responsibilities that contribute to the smooth operation of the organization.

PRIMARY ACCOUNTABILITIES

As a Guest Services Specialist, responsibilities include:

• Open or close the Guest Services area daily and provide exceptional customer service. Greet visitors with a smile and answer incoming telephone calls for the Adoptions Department and main line, directing clients to the appropriate department.
• Manage lost and found inquiries and return-to-owner requests. Maintain the Wayside Lost & Found page and cross-post to other relevant pages.
• Support other internal departments such as Development, by folding and sorting donor letters; Adoptions, by scanning final paperwork; Admissions, supporting pet retention efforts; and Pet Memorial Services, by assisting with after-hours client needs.
• Receive and help distribute packages.
• Assist members of the Bark Park, issuing park passes, key cards, handling customer inquiries, and reminders.  
• Perform other duties as assigned.

Additional Guest Service Responsibilities: 

• Adaptable to change; embraces new ideas.
• Clear, professional communication (written, verbal, and digital).
• Strong attention to detail and task accuracy.
• Ability to multitask and prioritize in a fast-paced environment.
• Calm under pressure and during high-traffic situations.
• Comfortable with teamwork and independent work.
• Commitment to the organization’s mission, vision, and values.

POSITION REQUIREMENTS

Physical

• Ability to work in an office setting.
• Regular use of computer, keyboard, telephone, copier, and folding machine.
• May be exposed to fumes or airborne particles.
• Noise level in the work environment ranges from moderate to high.
• Frequent interaction with and exposure to a variety of animals.
• Must be able to lift 20 lbs. to waist-height. 
• Frequent bending, kneeling, stooping, and other repetitive physical movements are required.  

Education/Experience

• High school diploma or GED required.
• Bilingual Spanish/English preferred.
• Minimum of one year of experience in a customer service-related field preferred.
• Clerical experience preferred.
• Computer proficiency required (Windows-based systems); training provided for additional software applications