Administrative Support Associate (Remote – Texas)

PetSmart • Mexico City, TX

4h • Hybrid

About The Position

This position is responsible for completing inbound online PetsHotel reservation requests, vet diet order authorizations, and other PetSmart services inquiries submitted by Pet Parents. Outbound calls to veterinary offices and Pet Parents will be required to collect required documentation and/or verify vaccinations and purchase authorizations for veterinary diet foods. Other tasks will include manual reservations, standing Doggie Day Camp requests, and manual confirmation emails. This position is considered Field based and is considered to be a blend of onsite and remote work activity. Field associates will spend their time both traveling to and spending time in various PetSmart locations and can expect to be asked to travel to Phoenix Home Office periodically throughout the year. Field associates typically work out of their home office when not traveling as outlined above. This role requires collaboration, teamwork, and face-to-face interaction with colleagues, leaders, and/or clients. Being in the office ensures access to leaders, cross-functional partners, and resources necessary to make timely decisions and drive results. On-site presence in accordance with our FlexSmart policy supports our culture of innovation, mentorship, and engagement, which is integral to our success in developing the best team.

Requirements

• High school diploma or equivalent required.
• Demonstrated success in providing exceptional customer service.
• Ability to read and interpret documents such as policies and procedures, performance reports, and business metrics.
• Strong grammar and communication skills.
• Demonstrated proficiency with operating personal computers navigating the internet, e-mail systems and other web-based systems.
• Fluent English required
• Demonstrated ability to apply common sense in understanding to carry out instructions furnished in written, oral, or diagram form.

Nice To Haves

• English and Spanish would be beneficial.

Responsibilities

• Primary responsibility is to process online reservation requests and vet diet authorizations quickly and efficiently.
• Complete other tasks as required, which include but are not limited to, outbound calls to veterinarians to verify vaccination or vet diet status, process doggie day camp requests, respond to ratings and reviews, and back up telephone agents as needed.
• Utilize all resources to increase knowledge of company products and services.
• Demonstrate active listening skills to ensure that all information is correctly obtained from customers and that all necessary information is clearly and accurately communicated through the appropriate written and/or verbal means.
• Ensure that all additional service opportunities are presented to the Pet Parent in a confident manner including "why" the service would be beneficial to the pet's experience.
• Perform at or above the company's expectations including maintaining appropriate performance levels for completed reservations per hour, quality assurance, sales percentage, not ready percentage, and other metrics.
• Assist the call center in meeting and exceeding goals for Abandon Rate and Service Levels.
• Provide feedback to supervisors on processes and customer interactions as necessary.
• Demonstrate regular attendance and adherence to call center schedule.

Benefits

• Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more
• “Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees