Administrative Support Associate (Remote – Texas)
PetSmart, Lakeland, FL, United States
About The Team
Do you love helping people and their pets? Join our Pet Parent Assistance Center as a Reservation Associate!
About The Location
Field position: This position is considered field-based and is a blend of onsite and remote work.
Field associates will spend time traveling to and working at various PetSmart locations; they may travel to the Phoenix Home Office periodically. When not traveling, they typically work from home office.
About The Job
Administrative Support Associate (Remote – Texas & Florida)
Summary: 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 documentation and verify vaccination/vet diet status, purchase authorizations for veterinary diet foods. Other tasks include manual reservations, Doggie Day Camp requests and manual confirmation emails.
Essential Duties & Responsibilities
Process online reservation requests and vet diet authorizations quickly and efficiently.
Complete additional tasks including 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 resources to increase knowledge of company products and services.
Demonstrate active listening skills to ensure correct information from customers and communicate clearly.
Present additional service opportunities confidently, explaining benefits to the pet's experience.
Keep performance levels for reservations per hour, quality assurance, sales percentage, not ready percentage, and other metrics at or above expectations.
Assist the call center in meeting 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.
Education, Experience, and Attributes
High school diploma or equivalent required.
Demonstrated success in providing exceptional customer service.
Ability to read and interpret documents such as policies, procedures, performance reports, and business metrics.
Strong grammar and communication skills.
Proficiency with personal computers, internet, email, and web-based systems.
Fluent English required; English and Spanish would be beneficial.
Ability to apply common sense to follow written, oral, or diagram instructions.
Additional Job Considerations
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 for timely decisions.
On-site presence aligns with FlexSmart policy and supports innovation, mentorship, and engagement.
This is not an exhaustive list of all essential job functions. PetSmart reserves the right to change or assign other duties.
About The Culture
At PetSmart, Anything for Pets begins with people. Every associate plays a vital role in meaningful experiences for pets and families.
We’re more than a workplace; we’re Team PetSmart. Together we grow, collaborate, and challenge ourselves to be the best.
Our culture includes belonging, shared purpose, and a focus on values. If you don't meet 100% of requirements, we encourage you to apply.
Home office amenities: pet-friendly environment, on-site dog park; events and adoptions; "Top Dog" gym; "Sit & Stay" café; Lil Paws childcare; volunteer opportunities; print center and business services; dry cleaning; mother’s rooms; sustainable infrastructure.
PetSmart provides 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.
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Do you love helping people and their pets? Join our Pet Parent Assistance Center as a Reservation Associate!
About The Location
Field position: This position is considered field-based and is a blend of onsite and remote work.
Field associates will spend time traveling to and working at various PetSmart locations; they may travel to the Phoenix Home Office periodically. When not traveling, they typically work from home office.
About The Job
Administrative Support Associate (Remote – Texas & Florida)
Summary: 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 documentation and verify vaccination/vet diet status, purchase authorizations for veterinary diet foods. Other tasks include manual reservations, Doggie Day Camp requests and manual confirmation emails.
Essential Duties & Responsibilities
Process online reservation requests and vet diet authorizations quickly and efficiently.
Complete additional tasks including 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 resources to increase knowledge of company products and services.
Demonstrate active listening skills to ensure correct information from customers and communicate clearly.
Present additional service opportunities confidently, explaining benefits to the pet's experience.
Keep performance levels for reservations per hour, quality assurance, sales percentage, not ready percentage, and other metrics at or above expectations.
Assist the call center in meeting 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.
Education, Experience, and Attributes
High school diploma or equivalent required.
Demonstrated success in providing exceptional customer service.
Ability to read and interpret documents such as policies, procedures, performance reports, and business metrics.
Strong grammar and communication skills.
Proficiency with personal computers, internet, email, and web-based systems.
Fluent English required; English and Spanish would be beneficial.
Ability to apply common sense to follow written, oral, or diagram instructions.
Additional Job Considerations
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 for timely decisions.
On-site presence aligns with FlexSmart policy and supports innovation, mentorship, and engagement.
This is not an exhaustive list of all essential job functions. PetSmart reserves the right to change or assign other duties.
About The Culture
At PetSmart, Anything for Pets begins with people. Every associate plays a vital role in meaningful experiences for pets and families.
We’re more than a workplace; we’re Team PetSmart. Together we grow, collaborate, and challenge ourselves to be the best.
Our culture includes belonging, shared purpose, and a focus on values. If you don't meet 100% of requirements, we encourage you to apply.
Home office amenities: pet-friendly environment, on-site dog park; events and adoptions; "Top Dog" gym; "Sit & Stay" café; Lil Paws childcare; volunteer opportunities; print center and business services; dry cleaning; mother’s rooms; sustainable infrastructure.
PetSmart provides 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.
#J-18808-Ljbffr