Administrative Support Associate (Remote – Texas)

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 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.

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 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.

 

ESSENTIAL DUTIES AND 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.

 

EDUCATION/EXPERIENCE/ATTRIBUTES

• 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; English and Spanish would be beneficial.
• Demonstrated ability to apply common sense in understanding to carry out instructions furnished in written, oral, or diagram form.

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 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.

* This is not intended to be an all-inclusive, exhaustive list of all essential job functions for this position. PetSmart retains the right to change or assign other required job duties to this position.

About the Culture:

At PetSmart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed. 

 

We’re more than a workplace, we’re Team PetSmart. Together, we grow, collaborate, and challenge ourselves to be the best in all we do. Our culture is built on belonging and shared purpose, where every voice and experience matters. Guided by our values, we strive to do what’s right, lead responsibly, and bring our passion for pets to life every day. Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You might be the right fit for this role or another opportunity across Team PetSmart.

 

Our home office offers outstanding amenities in a fun and rewarding workplace including:

• 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

 PetSmart provides an 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.

Retailer of pet supplies, food, and grooming services.