Reservation Associate (Florida Based)

PetSmart • Gainesville, FL

2d • Remote

About The Position

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! This remote position is open to residents of Florida. Associates that are considered to be fully remote will acknowledge the “Remote Work Agreement” upon hire. 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. Training runs from 8:00 AM to 4:30 PM, Monday through Friday (Phoenix, AZ time zone) starting October 5, 2026. 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.

Requirements

• 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
• Fluent English
• Effective verbal and written communication skills
• Exceptional technical skills and the ability to efficiently manage multiple computer systems while answering calls.

Nice To Haves

• English and Spanish would be beneficial.
• 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.

Responsibilities

• 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.
• 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.

Benefits

• Performance bonus program
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED