The Guest Services Assistant is responsible for maintaining exemplary customer service and acting as a liaison between the shelter and the community it serves during the shelter’s open adoption hours.  This is a great opportunity for someone looking to break into the animal welfare and/or non-profit fields. Guest Services Assistant  is responsible for answering phones, returning calls, filing paperwork, answering questions, processing adoptions, and relaying necessary information to the staff in a timely manner. Guest Services Assistant reports to the Office Manager and works closely with the remainder of the staff.


The essential functions include, but are not limited to the following

  • Serves as the primary point of contact with the public during HSWA’s open hours, 11-4pm,  on Thursday-Monday (this position’s regular days off are Tuesday and Wednesday)
  • Works collaboratively with the Office Manager and assists with staff interactions with the public on HSWA property
  • Ensures community members are greeted and directed to appropriate staff members
  • Greet fosters/adopters, volunteers, donors, and the public at the door and answer any questions as a professional liaison between HSWA & the community
  • De-escalates upset customers as needed
  • Answer phone calls and disseminate the information to the appropriate person, check phone messages at the beginning of shift, throughout the day and prior to leaving ensuring calls are returned in a timely manner
  • Process adoptions, RTOs and Cremations in collaboration with the Director of Operations
  • Monitor the store and manage the cash register and petty cash
  • Maintain extra copies of regularly utilized forms (Stray forms, adoption forms, foster forms, volunteer forms, etc
  • Order Registration paperwork (10 day temp licenses)
  • Delegate items to the correct staff members as appropriate
  • Assist the Director of Community Engagement in organizing donations and filing receipts as needed
  • Perform other duties as assigned


  • High School Diploma or equivalent
  • Prior experience in a customer service role
  • Comfortable with public speaking and interacting with the public in a professional and positive manner
  • Proficient communication skills both written and verbal
  • Ability to work independently accomplishing tasks and proactive about communicating with appropriate staff members
  • Ability to work efficiently and effectively in a high stress and fast paced environment while maintaining a positive attitude
  • Self-motivated, organized, with willingness to work weekends
  • Proficient with Windows, Google Workspace, Bloomerang, Pet Point, and Social Media preferred
  • Some knowledge of animal care for domestic and feral animals preferred
  • Shelter or veterinary experience preferred
  • Lift, scoop, bend, twist and walk as part of essential job function
  • Has reliable means of transportation


The physical demands  described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.  While performing the duties of this position, the employee is regularly required to talk and hear.  The employee frequently is required to use hands or fingers, handle or feel objects, tools or controls.  The employee is occasionally required to stand; walk; sit; reach with hands and arms.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this position include close vision, distance vision, peripheral vision and the ability to adjust focus.  Potential for exposure to environmental factors such as temperature variations, high noise levels, zoonotic disease, animal waste, hazardous chemicals or chemical materials requiring OSHA Material Safety Data Sheets, anesthetics, sharp objects and potential hostile persons and/or dangerous and fractious animals.


This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.  Employees will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.  All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.  To perform this job successfully, the incumbents will possess the skills, aptitudes and abilities to perform each duty proficiently.  Some of themselves or others.  The requirements listed in this document are the minimum levels of knowledge, skill or abilities.  This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Humane Society of Waterville Area is an Equal Opportunity Employer, drug free workplace and complies with ADA regulations as applicable.