Specialist, Customer Care

PetSmart • Phoenix, AZ

18d • Hybrid

About The Position

The Specialist, Customer Care supports the execution of Customer Care programs, operational processes, provider readiness, and digital experience enhancements. This role manages contact forecasting, operational reporting, knowledge management, training support, system issue tracking, and quality processes. The Specialist serves as the daily subject matter expert for outsourced provider teams, ensuring they have accurate information, tools, and support to deliver excellent customer experiences.

Requirements

• Bachelor’s degree in Business, Operations, Training, Communications, or related field (or equivalent experience).
• 2–4 years of experience in Retail, Customer Service, Customer Care, or Contact Center operations.
• Experience with data analysis, reporting, and generating actionable insights.
• Strong organizational skills and ability to manage multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office (especially Excel, PowerPoint, and Word) and familiarity with digital workflows and support tools.
• Strong communication skills, attention to detail, and ability to collaborate effectively with cross-functional teams and vendor partners.

Responsibilities

• Own weekly, monthly, and annual contact volume forecasts using historical trends, business insights, and promotional calendars.
• Prepare forecasting models used by the BPO for staffing and scheduling.
• Monitor forecast accuracy and adjust inputs and assumptions based on trends and incident patterns.
• Monitor and report on customer care performance metrics, dashboards, trends, and contact drivers.
• Maintain reporting tools and partner with internal teams to ensure data accuracy and consistency.
• Analyze contact drivers, incident categories, and customer pain points to identify recurring issues or emerging trends.
• Conduct incident and root-cause analysis, escalating findings with recommended solutions.
• Prepare storytelling summaries and insight decks to communicate trends and opportunities to cross-functional teams.
• Provide recurring reporting, data pulls, and initial insights to support Manager-level strategic analysis.
• Maintain and continuously update the Customer Care Knowledge Base to ensure accuracy and alignment with evolving business practices.
• Assist in maintaining training content, process documentation, job aids, and communication packets for provider teams.
• Support readiness for promotions, system enhancements, policy changes, and new workflows by coordinating communications and updates.
• Help ensure consistent adoption and execution of new processes across the vendor.
• Serve as the daily point of contact for system issues, bug intake, troubleshooting, and agent UX feedback.
• Collaborate with IT/Tech, Product, and Digital teams to test system updates, validate enhancements, and track progress on bug fixes.
• Assist in optimizing Customer Care digital experiences, including Help pages, self-service tools, and contact-deflection workflows.
• Contribute recommendations for workflow, policy, or system changes that reduce contact drivers and enhance customer experience.
• Assist in quality assurance programs, including calibration sessions, QA reviews, and quality score tracking.
• Support performance feedback loops and follow-ups with vendor leadership teams.
• Help manage vendor compliance with onboarding/offboarding, system access, and user profile management.
• Assist in monitoring and resolving customer escalations, ensuring consistent practices and documentation.
• Coordinate rollout and provider enablement for new initiatives, tools, and process enhancements.
• Create supporting documentation, communications, and training materials for new processes and programs.
• Track progress of cross-functional initiatives aimed at improving operational efficiency, reducing contacts, or improving customer experience.
• Support dashboard maintenance, documentation management, and cadence-based reporting requirements.

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
• Number of Employees: 5,001-10,000 employees