PetSmart - Phoenix, AZ



If you enjoy helping people find the right information, services, and care for their pets, then you would be a great fit as a PetsHotel Reservation Agent. In our Service Reservations Center in Phoenix, AZ, you’ll find a casual atmosphere, a performance bonus program, immersive hands-on training, and flexible scheduling while you assist pet parents with their boarding accommodations for their loved ones.

Job Responsibilities

Support Services Reservation Center (SRC) operations by leading a team of 20+ non-exempt Services Reservation Agents and support overall floor operations within an inbound call center. Primary focus is to deliver superior customer service and communication to our customers as well as internal and external Services partners. Individual must be able to support the evolution of the SRC in order to meet the growth potential of PetSmart, inspiring continuous process improvement, associate development and technological needs. Call Center Supervisors are also responsible for understanding and connecting how the Call Center performance & productivity impacts the revenue & margin of the business, and be able to appropriately use this knowledge to help lead, coach and develop Agents. Provide leadership for ensuring the SRC team has an optimal service platform for inbound operations as well as achieve established annual service objectives for all centralized reservation functions and future endeavors. Individual must collaborate across supervisory teams with integration and alignment to SRC strategy. This position will cover a combination of 1st, 2nd and weekend shifts.


  • Lead, develop, motivate, mentor, coach and train sales and service oriented direct reports.
  • Build a solid framework for a service oriented team that fosters accountability and passion to drive the business forward to exceed department and company goals.
  • Monitor and maintain optimal service center coverage to deliver consistent customer support and business results.
  • Identify opportunities within Services and proactively suggest solutions to reduce impacts.
  • Collaborate with the Store Operations, SRC management, and Services partners to enhance service, productivity and costs.
  • Run and execute SRC specific reporting on a daily basis to manage team and deliver accountability for results.
  • Demonstrate excellent customer service skills.
  • Demonstrate solid analytical, business acumen, project management, problem solving and organization skills.


  • Minimum 1-2 years of call center leadership experience required, specifically in inbound and/or outbound sales.
  • Associates or bachelors degree in business or a related field preferred.
  • Demonstrated success multi tasking and prioritizing in a dynamic fast paced work environment.
  • Demonstrated ability managing to service levels, monitoring and coaching in a positive and supportive manner.
  • Good decision making and critical thinking skills.
  • Ability to maintain calm in a fast-paced, high pressure environment.
  • Strong communication skills, both written and verbal.
  • Excellent people and interpersonal skills, build effective relationships with all levels of the team and department.
  • Ability to coach, develop and motivate associate teams.
  • Strong business acumen and accountability to drive sales results.
  • Acts as an information source and guides agents to best answers available.
  • Intermediate level PC skill including Microsoft Outlook, Word, and Excel.

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PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, genetics, and protected veteran status, as well as any other characteristic protected by federal, state or local law.

Job Type: Full-time


  • Call Center: 1 year (Preferred)
  • Call Center Supervisor: 1 year (Required)
  • Customer Service: 1 year (Preferred)
  • Call Center Management: 1 year (Required)