PetSmart · 22 hours ago
Specialist, Customer Care
Phoenix, AZ
Full-time
Hybrid
Entry, Mid Level
2+ years expPetSmart is focused on delivering a superior customer experience through its digital platforms. The Specialist, Customer Care supports the execution of customer care programs and manages operational processes to enhance the digital experience for customers.
E-CommercePetRetailRetail TechnologyTraining
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
Qualification
Required
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
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
Company
PetSmart
PetSmart is an e-commerce business that offers pet supplies, medications, grooming solutions, and adoption services.
10001+ employees
H1B Sponsorship
PetSmart has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (36)
2024 (19)
2023 (33)
2022 (5)
2021 (3)
2020 (27)
Funding
Current Stage
Public CompanyTotal Funding
$2.71BKey Investors
Apollo
2025-08-08Debt Financing· $2.7B
2023-07-24Secondary Market
2014-11-18Acquired
Leadership Team
Ken Hicks
CEO
Alan Schnaid
EVP and Chief Financial Officer
Recent News
Canada NewsWire
2025-11-14
Company data provided by crunchbase