[Hiring] Contact Center Reservation Associate @PetSmart

Role Description

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!

What you’ll Do:

• Provide quality customer service while driving sales for our PetsHotel, Grooming Salon and Pet Training departments.
• 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, and 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.

Qualifications

• 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.
• 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.

Benefits

• 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.