Position Description

Guest Services Associate (Part-Time)
Location Headquarters
Job Code 106
# of Openings 1
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Company: Lollypop Farm, Humane Society of Greater Rochester

Department: Guest Services

Position: Guest Services Associate

Reports To: Guest Services Manager

Employment Type: Part-time

FLSA Classification: Non-Exempt

Schedule: Friday: 1:00 – 7:00 PM and Saturday: 10:00 AM – 5:00 PM

Location: Fairport, NY 14450



Lollypop Farm, the Humane Society of Greater Rochester, has been helping animals and people since 1873. Our organization cares for around 7500 animals each year and makes possible a variety of programs to address issues that contribute to the surrender of unwanted animals. As an open-admission organization, we accept every animal in need of help. The Guest Services Associate’s role is to provide an energetic, positive, and professional first impression to Lollypop Farm by greeting customers, engaging visitors, and informing or referring callers to the appropriate resources at Lollypop Farm and beyond in a fast-paced and changing environment. 


Essential Job Duties:

  • Answers the main telephone line to the organization, responding to questions and directing calls to the appropriate internal or external resources
  • Answers questions and gives general information regarding adoptable pets
  • Gives information on alternative resources to guests calling to surrender a pet
  • Collects and maintains resources to assist guests (vets and assistance resources)
  • Maintains Lost and Found records. Records lost and found reports, searches for matches, shares information internally, posts listings, updates lost and found records as needed, and reports on activities
  • Greets guests and responds to their questions and needs, providing information on programs and services, both at Lollypop Farm and in the community
  • Conducts sales in the Lollypop Shop gift shop; assists with restocking and inventory
  • Collaborates with and supervises guest services volunteers
  • Ensures a clean and tidy lobby appearance
  • Restocks program literature and other resources provided for guests
  • Performs other duties as requested


Education: High school diploma or equivalent education

Experience: Two years of experience with customer service

Skills: Strong interpersonal skills with a positive, dynamic, engaging personality. Skilled in delivering positive, clear, concise, accurate, and timely communications. Excellent written and verbal communication skills. Able to work calmly and effectively in a noisy and busy environment. Able to prioritize task and adapt to change. Solid computer and internet skills in a PC environment with experience working in Microsoft Word and Excel and using online information systems.

Physical Demands: Employee is frequently required to stand, walk, feel, speak, hear and see.  Performance may also require prolonged periods of sitting and repetitive motion and occasional lifting with reasonable accommodations. May be required to lift up to 40 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of this position.


Must Align with the Company Mission, Vision and Core Values:

Mission: Together with our community, we better the lives of animals through justice, prevention, and life-saving care.

Vision: A just and compassionate world for all animals.

Core Values: We embrace and recognize that Lollypop Farm donors are the heroes of our work – voluntarily offering time or money, no matter the amount – to support our mission.  Together, our core values unify and guide us to provide the best service to the animals, our community, our organization and ourselves.


  • Compassion: We show empathy and sympathy for what people and animals are experiencing through positive and constructive actions. 
  • Communication: We exchange thoughts, feelings, and ideas in pursuit of mutually-accepted goals.
  • Flexibility: We are willing and comfortable adapting to new circumstances and conditions.
  • Commitment: We are steadfast in our efforts to achieve our mission.
  • Teamwork: We collaborate and communicate to achieve common goals, understanding that the organization thrives when unified.
  • Integrity: We act with honor, fairness, and respect for animals, individuals, the organization, and our community.
  • Respect: We are considerate and professional regard for all aspects of our work.



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