Reservation Associate (Texas Based)

About The Team

Do you love helping people and their pets? Join our Pet Parent Assistance Center as a Reservation Associate! In this role, you'll take inbound calls from pet parents to assist with booking grooming, boarding, training services and driving sales. We offer a supportive and engaging work environment, a performance bonus program, and an immersive 4-week training program to equip you with the skills and knowledge you need to succeed. Join our team and make a difference in the lives of pets and their families!

About the Location

This remote position is open to residents of Texas. Associates that are considered to be fully remote will acknowledge the “Remote Work Agreement” upon hire.

About The Job

What you’ll Do:

While working in our Reservations Center, you’ll provide quality customer service while driving sales for our PetsHotel, Grooming Salon and Pet Training departments. Additionally, you will:

• Embark on a 4-week, in-depth training program. Training runs from 8:00 AM to 4:30 PM, Monday through Friday (Phoenix, AZ time zone) starting October 5, 2026.
• Answer incoming phone calls thoroughly and efficiently from pet parents, assist with scheduling appointments, answer all questions about our services, while ensuring all information is correctly documented.
• Drive sales by presenting additional services to the pet parent through persuasive language and providing excellent customer service.
• Offer feedback to supervisors on processes and customer interactions, as necessary.

What We’re Looking For:

• Exhibit strong problem-solving abilities and excellent customer relationship skills.
• Perform at, or above, the company's expectations including maintaining appropriate performance levels for Individual Talk Time, Quality, Sales percentage, etc.
• Ensure reliable attendance and adherence to an established work schedule.

Compensation:

• Hourly rate: $14.55, with the opportunity to earn a monthly incentive.

Experience and Education:

• Customer Service Experience.
• High school diploma or GED required.
• Fluent English required; English and Spanish would be beneficial.
• Effective verbal and written communication skills.
• Exceptional technical skills and the ability to efficiently manage multiple computer systems while answering calls.

Preferred Qualifications:

• Call center and/or sales experience.
• Experience providing excellent customer service on the phone and via email.
• Proven ability to achieve sales targets while delivering excellent customer service.

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.