Guest Services Associate

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.

• 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. *

• 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. *

• 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 Quick Books, 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. *

• 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. *
• 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…