Guest services (Former Employee) – Sterling, VA – August 17, 2016
I worked there for a number of years and loved most of it. It's a simple job, you'll meet wonderful people who will be lifelong friends, and you spend your day around animals and people who love them as much as you do.
Where it fails though is management. Things may have changed now, but at the time there was a serious resistance to hiring an appropriate amount of staff for the amount of work requested. In the customer service department, we were constantly spread too thin. Sometimes only one person would be expected to handle a high call volume, do reports, and manage emails by themselves because management was too concerned about money rather than quality. Any complaints about this by employees were usually met with a shrug and nothing would change. If you made a mistake, it was entirely on you and your abilities rather than the fact that we were overburdened. It was enormously stressful for my coworkers and I (many of whom left around the same time I did) not only due to being overworked but upset because we knew we were not providing the quality service we were capable of. The only reason the hiring process began at the end of my time there was because half of our already diminished department was either gone or quitting. Even then, no ads were placed and our only pool of applicants was the few people who came across the website or company and applied on their own accord
In general management seemed completely unresponsive to employee concerns. Some of it seemed to be favoritism, as some employees were kept around because they got along well with managers and othersmore... were fired because they did not stoke their egos. Going to them for help was often hit or miss, as they overall knew less about your own job than you did. If something went wrong or there was a client complaint, they sometimes weren't even in the building to assist. In terms of client assistance, they were sometimes even slow to do anything in that instance as well, leaving the employees to try to smooth over the situation. (In these cases though, the clients were actually well aware of who to direct their anger toward, and that was a saving grace.) The upper management of the company is rarely there and completely checked out of anything regarding the staff, so there was nowhere to turn.
Again, some of this may have changed but I kind of doubt it. I was able to see how dysfunctional the management was with just two locations and upon hearing they are opening a third facility, I cannot imagine they will fix these issues soon. It's a great first job or a temporary position but it's not something you can make a career out of.less
Good staff, animals are great, clients are overall great
Guest Services Supervisor (Former Employee) – Springfield, VA – January 10, 2018
great place to work if you love animals. Kind of hard to get a raise but they do promote from within so that keeps people motivated. They're really flexible if you're in school and college kids love it.