Collaborative Work Environment:
At PetSmart, teamwork and connection are core to how we thrive. This role is based at our Phoenix Home Office, with an expectation of working a minimum of four days in the office each week. In a standard work week, associates may work up to one remote “flex day” (with leader approval). Our hybrid approach is designed to foster strong collaboration while also supporting flexibility and individual success.

The Specialist, Customer Care supports the execution of Customer Care programs, operational processes, provider readiness, and digital experience enhancements. This role manages contact forecasting, operational reporting, knowledge management, training support, system issue tracking, and quality processes. The Specialist serves as the daily subject matter expert for outsourced provider teams, ensuring they have accurate information, tools, and support to deliver excellent customer experiences.

Core Responsibilities

Contact Forecasting & Operational Reporting

· 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.

Analysis, Insights & Root-Cause Identification

· 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.

Experience, Training & Communication Support

· 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.

Tools, Systems & Digital Experience

· 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.

Quality, Coaching & Vendor Support

· 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.

Program, Process & Provider Readiness Support

· 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

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.

• 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.

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.