Specialist, Customer Care - Careers at PetSmart
PetSmart
Specialist, Customer Care - Careers at PetSmart
Job Description
Why Join PetSmart
PetSmart is the leading pet retailer, passionately committed to enhancing the lives of pets and their families. Our Digital team drives superior experiences on petsmart.com and our app, fueling revenue growth through data-driven innovation. Join our collaborative Phoenix Home Office, where hybrid flexibility meets a pet-loving culture focused on expertise, personalization, and teamwork.
Role Overview
As Specialist, Customer Care, you'll be the operational backbone of our digital customer experience. Based in Phoenix, AZ (hybrid: 4+ days in-office), you'll forecast contacts, analyze trends, manage knowledge/tools for outsourced providers, and optimize systems to deliver exceptional pet parent support. This role demands analytical prowess, vendor savvy, and a passion for problem-solving in a fast-paced omni-channel environment.
Key Responsibilities
Contact Forecasting & Reporting
Own forecast models for BPO staffing, track metrics/dashboards, and ensure data accuracy across teams.
Analysis & Insights
Identify root-causes of contact drivers, create storytelling decks, and escalate actionable recommendations.
Training & Provider Support
Update knowledge bases, training materials, and communications; drive process adoption with vendors.
Systems & Digital Optimization
Troubleshoot issues, test enhancements with IT/Product, and improve self-service tools to deflect contacts.
Quality & Compliance
Support QA calibrations, performance feedback, escalations, and initiative rollouts.
Experience & Skills
Ideal candidates bring 2+ years in customer care ops/BPO, forecasting expertise (Excel/Tableau), CRM proficiency, and strong analytics/communication skills. Thrive in hybrid settings, collaborate cross-functionally, and love leveraging data to wow pet parents. Bachelor's preferred.
Benefits
Enjoy competitive pay ($65K-$80K est.), hybrid flexibility, full health coverage, 401(k) match, pet perks, PTO, and growth opportunities in a fun, pet-centric workplace.
Locations
- Phoenix, Arizona, United States
Salary
65,000 - 80,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Contact Volume Forecastingintermediate
- Operational Reporting & Analyticsintermediate
- Root-Cause Analysisintermediate
- Knowledge Base Managementintermediate
- Vendor Management & Supportintermediate
- Data-Driven Insightsintermediate
- System Troubleshootingintermediate
- Quality Assuranceintermediate
- Cross-Functional Collaborationintermediate
Required Qualifications
- 2+ years in customer care operations or BPO environment (experience)
- Proficiency in forecasting models and analytics tools (e.g., Excel, Tableau) (experience)
- Experience with CRM systems and digital customer service platforms (experience)
- Strong analytical skills with ability to identify trends and pain points (experience)
- Excellent communication and documentation skills (experience)
- Hybrid work eligibility (4+ days/week in Phoenix office) (experience)
- Bachelor's degree in Business, Analytics, or related field preferred (experience)
Responsibilities
- Develop and maintain weekly/monthly contact volume forecasts using historical data and business insights
- Monitor performance metrics, dashboards, and contact drivers; prepare insight decks for stakeholders
- Analyze incidents, root-causes, and customer trends; recommend solutions to reduce contacts
- Manage Customer Care Knowledge Base, training content, and provider communications
- Serve as SME for outsourced teams on systems, processes, and escalations
- Track system issues, collaborate with IT/Product teams on fixes and UX improvements
- Support quality assurance, vendor compliance, and program rollouts
Benefits
- general: Hybrid work model (4 days in-office, 1 flex remote day)
- general: Comprehensive health, dental, and vision insurance
- general: 401(k) with company match
- general: Pet insurance and perks for pet parents
- general: Paid time off, parental leave, and volunteer opportunities
- general: Professional development and career growth programs
- general: Employee discounts on PetSmart products and services
Tags & Categories
Answer 10 quick questions to check your fit for Specialist, Customer Care - Careers at PetSmart @ PetSmart.
Related Books and Jobs
Specialist, Customer Care - Careers at PetSmart
PetSmart
Specialist, Customer Care - Careers at PetSmart
Job Description
Why Join PetSmart
PetSmart is the leading pet retailer, passionately committed to enhancing the lives of pets and their families. Our Digital team drives superior experiences on petsmart.com and our app, fueling revenue growth through data-driven innovation. Join our collaborative Phoenix Home Office, where hybrid flexibility meets a pet-loving culture focused on expertise, personalization, and teamwork.
Role Overview
As Specialist, Customer Care, you'll be the operational backbone of our digital customer experience. Based in Phoenix, AZ (hybrid: 4+ days in-office), you'll forecast contacts, analyze trends, manage knowledge/tools for outsourced providers, and optimize systems to deliver exceptional pet parent support. This role demands analytical prowess, vendor savvy, and a passion for problem-solving in a fast-paced omni-channel environment.
Key Responsibilities
Contact Forecasting & Reporting
Own forecast models for BPO staffing, track metrics/dashboards, and ensure data accuracy across teams.
Analysis & Insights
Identify root-causes of contact drivers, create storytelling decks, and escalate actionable recommendations.
Training & Provider Support
Update knowledge bases, training materials, and communications; drive process adoption with vendors.
Systems & Digital Optimization
Troubleshoot issues, test enhancements with IT/Product, and improve self-service tools to deflect contacts.
Quality & Compliance
Support QA calibrations, performance feedback, escalations, and initiative rollouts.
Experience & Skills
Ideal candidates bring 2+ years in customer care ops/BPO, forecasting expertise (Excel/Tableau), CRM proficiency, and strong analytics/communication skills. Thrive in hybrid settings, collaborate cross-functionally, and love leveraging data to wow pet parents. Bachelor's preferred.
Benefits
Enjoy competitive pay ($65K-$80K est.), hybrid flexibility, full health coverage, 401(k) match, pet perks, PTO, and growth opportunities in a fun, pet-centric workplace.
Locations
- Phoenix, Arizona, United States
Salary
65,000 - 80,000 USD / yearly
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Contact Volume Forecastingintermediate
- Operational Reporting & Analyticsintermediate
- Root-Cause Analysisintermediate
- Knowledge Base Managementintermediate
- Vendor Management & Supportintermediate
- Data-Driven Insightsintermediate
- System Troubleshootingintermediate
- Quality Assuranceintermediate
- Cross-Functional Collaborationintermediate
Required Qualifications
- 2+ years in customer care operations or BPO environment (experience)
- Proficiency in forecasting models and analytics tools (e.g., Excel, Tableau) (experience)
- Experience with CRM systems and digital customer service platforms (experience)
- Strong analytical skills with ability to identify trends and pain points (experience)
- Excellent communication and documentation skills (experience)
- Hybrid work eligibility (4+ days/week in Phoenix office) (experience)
- Bachelor's degree in Business, Analytics, or related field preferred (experience)
Responsibilities
- Develop and maintain weekly/monthly contact volume forecasts using historical data and business insights
- Monitor performance metrics, dashboards, and contact drivers; prepare insight decks for stakeholders
- Analyze incidents, root-causes, and customer trends; recommend solutions to reduce contacts
- Manage Customer Care Knowledge Base, training content, and provider communications
- Serve as SME for outsourced teams on systems, processes, and escalations
- Track system issues, collaborate with IT/Product teams on fixes and UX improvements
- Support quality assurance, vendor compliance, and program rollouts
Benefits
- general: Hybrid work model (4 days in-office, 1 flex remote day)
- general: Comprehensive health, dental, and vision insurance
- general: 401(k) with company match
- general: Pet insurance and perks for pet parents
- general: Paid time off, parental leave, and volunteer opportunities
- general: Professional development and career growth programs
- general: Employee discounts on PetSmart products and services
Tags & Categories
Answer 10 quick questions to check your fit for Specialist, Customer Care - Careers at PetSmart @ PetSmart.
Related Books and Jobs