Call Center Associate

PetSmart; Killeen (TX); Remote; USD 30,000 - 40,000; Full time

Job summary

A leading pet care company is hiring a Reservation Associate to assist pet parents with booking services in a remote setting. This role involves providing excellent customer service, managing appointments, and driving sales. Candidates must have customer service experience, a high school diploma, and strong problem-solving abilities. Join a supportive team and enjoy benefits like remote work and professional development opportunities.

Benefits

Opportunity to work remote

Excellent training and growth opportunities

On-site Dog Park

On-Site gym with fitness classes

On-site daycare facility (associate paid)

Volunteer events with PetSmart Charities

Qualifications

• Customer service experience required.
• Fluent English required; Spanish is beneficial.
• Ability to efficiently manage multiple systems.

Responsibilities

• Provide quality customer service and drive sales.
• Assist with scheduling appointments.
• Document all interactions thoroughly.

Skills

Strong problem-solving abilities

Excellent customer relationship skills

Effective verbal and written communication

Technical skills for managing multiple systems

Education

High school diploma or GED

Tools

Call center software

Job description

About the Team

Do you love helping people and their pets? Join our Pet Parent Assistance Center as a Reservation Associate! In this role, you'll take inbound calls from pet parents to assist with booking grooming, boarding, training services and driving sales. We offer a supportive and engaging work environment, a performance bonus program, and an immersive 4-week training program to equip you with the skills and knowledge you need to succeed. Join our team and make a difference in the lives of pets and their families!

About the Location

This remote position is open to residents of Arkansas, Georgia, Texas, Oklahoma, Idaho, Florida, and Louisiana. Associates that are considered to be fully remote will acknowledge the “Remote Work Agreement” upon hire.

About the Job

What you’ll Do:

While working in our Reservations Center, you’ll provide quality customer service while driving sales for our PetsHotel, Grooming Salon and Pet Training departments. Additionally, you will:

• Embark on a 4-week, in-depth training program. Sessions run from 8:00 AM to 4:30 PM, Monday through Friday (Phoenix, AZ time zone) starting [date].
• Answer incoming phone calls thoroughly and efficiently from pet parents, assist with scheduling appointments, answer all questions about our services, while ensuring all information is correctly documented.
• Drive sales by presenting additional services to the pet parent through persuasive language and providing excellent customer service.
• Offer feedback to supervisors on processes and customer interactions, as necessary.

What We’re Looking For:

• Exhibit strong problem-solving abilities and excellent customer relationship skills.
• Perform at, or above, the company's expectations including maintaining appropriate performance levels for Individual Talk Time, Quality, Sales percentage, etc.
• Ensure reliable attendance and adherence to an established work schedule.

Experience and Education:

• Customer Service Experience.
• High school diploma or GED required.
• Fluent English required; English and Spanish would be beneficial.
• Effective verbal and written communication skills.
• Exceptional technical skills and the ability to efficiently manage multiple computer systems while answering calls.

Preferred Qualifications:

• Call center and/or sales experience.
• Experience providing excellent customer service on the phone and via email.
• Proven ability to achieve sales targets while delivering excellent customer service.

About the Culture

At PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share. These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.

Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position.

PetSmart offers outstanding benefits in a fun and rewarding workplace including:

• Opportunity to work remote, so you can enjoy the company of your pets while you work
• Excellent training and growth opportunities
• On-site Dog Park
• On-Site “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
• “Sit & Stay” Café serving fresh breakfast and lunch options
• On-site coffee bar
• “Lil’ Paws” learning center and onsite daycare facility (associate paid)
• Volunteer events with PetSmart Charities
• Learn more about LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/
• Check out Associate stories and celebrate at PetSmart: https://www.blog.lifeatpetsmart.com/
• Explore PetSmart Benefits here: https://benefits.petsmart.com/

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.

Pronounced remarks about Belonging: At PetSmart, we celebrate the unique stories, backgrounds, and experiences our associates share. These experiences are core to PetSmart’s success.

What you’ll Do:

• Embark on a 4-week, in-depth training program. Sessions run from 8:00 AM to 4:30 PM, Monday through Friday (Phoenix, AZ time zone) starting [date].
• Answer incoming phone calls thoroughly and efficiently from pet parents, assist with scheduling appointments, answer all questions about our services, while ensuring all information is correctly documented.
• Drive sales by presenting additional services to the pet parent through persuasive language and providing excellent customer service.
• Offer feedback to supervisors on processes and customer interactions, as necessary.

What We’re Looking For:

• Exhibit strong problem-solving abilities and excellent customer relationship skills.
• Perform at, or above, the company's expectations including maintaining appropriate performance levels for Individual Talk Time, Quality, Sales percentage, etc.
• Ensure reliable attendance and adherence to an established work schedule.

Experience and Education:

• Customer Service Experience.
• High school diploma or GED required.
• Fluent English required; English and Spanish would be beneficial.
• Effective verbal and written communication skills.
• Exceptional technical skills and the ability to efficiently manage multiple computer systems while answering calls.

Preferred Qualifications:

• Call center and/or sales experience.
• Experience providing excellent customer service on the phone and via email.
• Proven ability to achieve sales targets while delivering excellent customer service.