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Escalations Agnt CustomerRltns
Category: Retail
  • Your pay will be discussed at your interview

Job code: lhw-e0-89758111

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  Job posted:   Thu May 17, 2018
  Distance to work:   ? miles
  4 Views, 0 Applications  
Escalations Agnt CustomerRltns
Our vision at Petco is Healthier Pets. Happier People. Better World. We're making things better for pets, people and the planet through our Think Adoption First philosophy, the Petco Foundation and other important initiatives that focus on putting animals first, educating pet parents and reducing our carbon footprint. The journey starts with knowledgeable, passionately engaged associates who are proud to recommend Petco as a place to work, who believe in our Vision and who are committed to delivering a superior customer experience.

From our retail stores and our network of Distribution Centers to our Corporate offices, you'll work with others who share your values and commitment. We seek individuals who are passionate about animal welfare, have great people skills and are driven to grow and advance in their careers with us. Our ongoing growth is creating exceptional opportunities for professional development and personal enrichment throughout our organization.

Position Purpose:

This position will be for a partner on the Customer Relations Escalations team focusing on escalated customer concerns, customer inquiries with respect to in-store and online transactions, bi-lingual customer support and advanced Animal Care/Nutrition knowledge.

Essential Job Functions:

The partner must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation.

+ Interact effectively and professionally with all levels of the PETCO organization and with our 3rd party services provider. This is including but not limited to the ability to communicate professionally with clarity both verbally and in writing for documentation, conveyance of customer information, customer escalations and updates.

+ Escalation agent will work with vendor and/or internal partners to resolve or improve repeated/known issues impacting the customer experience. Additionally he/she will be involved in seeking out and implementing best practices in regards to customer escalation situations/concerns.

+ This position will be responsible for ensuring that PETCO's standards are upheld with regard to quality interactions to include but not limited to regular calibration sessions and feedback with the Escalations Supervisor and in partnership with the third party provider.

+ The ability to be fluent in Spanish is strongly preferred, both written and verbal. Professional interaction with customers is essential to ensure customer escalations are handled in an appropriate manner.

+ This position will involve training sessions or store visits/interaction to ensure the customer experience is captured and understood.

Supervisory Responsibility: None

Work Environment:

The standard working conditions of this job will occur in a secured call center environment. Some standing, especially in a lab or learning environment may be required periodically to do this job.


Agent must have at least 3-5 years of call center or retail experience, preferably in a dispute resolution area. College degree is not required but is preferred. Partner must have the ability to understand different personality types and manage accordingly. He/she must have a proven history of achieving performance related goals through best utilization of their team.

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