Operational Help Desk Coordinator – San Diego

PETCO's vision is to best promote, through our people, the highest level of well-being for companion animals and to support the human-animal bond. Our vision is the driving force behind everything we do here at PETCO and is achieved through the contributions of every associate, every day. PETCO provides fun, challenging, and rewarding opportunities for associates to develop themselves and enjoy their place of work.

We have an opportunity for an Operational Help Desk Coordinator to respond to inquiries from the field and provide them with answers and directions, prepare and distribute reports.

Responsibilities include interacting professionally and effectively through verbal and written communications with all customer and associate contacts with emphasis on company interests. Analyze data and using established guidelines, determine appropriate course of action to resolve and/or redirect issues. The use of personal computer to keep track of activities and prepare reports.

Duties and Responsibilities

1. Proritize calls to determine appropriate timeline response to stores

2. Document calls through Access database. Maintain follow-up files and record of case closed.

3. Montior the store feedback page from the portal, forward the issue to appropriate depts for a response.

4. Prepare a monthly Store Feedback Executive Report listing global issues that can affect all of PETCO's stores.

5. Prepare monthly report on help desk metrics such as number of calls by dept and percentage of total.

6. Cross train with other functions in store communications so that this position can ultimately post new News Postings to the portal as well as Action Memo's.

7. Responsible for making process improvement suggestions and gathering best practices.

Education and Experience

The minimum educational background of an applicant is a high school diploma or equivalent (GED). One year customer relations experience and/or administrative support role is required. Excellent written and verbal communication skills including strong listening skills are necessary. Candidates must possess the ability to use personal judgment when responding to inquiries and determining best course of action. Must have ability to analyze data and develop reports. Hands on experience using various database systems is required. Ability to learn internal IS applications is required. Retail experience desired.

PETCO offers a fun-working environment with excellent benefits including medical, dental, vision and 401(k) with matching contribution and employee discount at all PETCO stores. This is a great opportunity to put your skills to work for a great career with PETCO, where the pets go.

Come. Work. Stay.

Apply Here