Guest Advisor

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Provide guests with exceptional customer service by being the subject matter expert on all products, nutrition, services, promotions, local community events and other areas of animal care and wellness.

Position Responsibilities

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

• Provide a great experience by engaging with guests utilizing your acquired skills and training.

• Provide quick and courteous service to all PETCO customers and their pets by determining their needs and sharing product knowledge to suggest the appropriate merchandise and services to satisfy them.

• Performs all aspects of point-of-sale service, e.g. cash sales, credit and check sales, returns and exchanges. Performs the daily balance of cash drawer as necessary.

• Completes cash register transactions as well as guest carry-out service consisting of merchandise weighing up to but not exceeding 50 pounds per trip.

• Be knowledgeable about pet-related events/resources and related costs within the community including dog parks, dog or cat shows, pet-friendly hotels, etc.

• Express passion about animal welfare and maintain integrity in the work area.

• Be familiar with all new products and services in order to be able to engage with customers regarding new product and services features and benefits.

• Politely and professionally respond to inquiries regarding products, services and pricing via the telephone.

• Promote a positive culture of teamwork, inclusion, and collaboration.

• Inform Guests of upcoming adoption events, explain our Think Adoption First philosophy.

• Know the team and the areas of expertise for each partner so that they can connect the customer with the right partner to deliver the guest experience and desired.

• Maintain familiarity with current promotions and special services.

• Be up to date with seasonal training such as flea and tick, pet summer safety, holiday promotions, etc. when applicable.

• Complete other duties and special projects as assigned.

• Evaluate guest inquiries and as needed refers to the Leader on Duty.

• Bend, kneel, lift (up to 50 pounds, as necessary) and stand for long periods of time.

Other Duties and Responsibilities

• UTILIZE SELLING BEHAVIORS.  You’re the key to providing an amazing guest experience within our Pet Care Locations. Utilizing the behaviors within our Sales Model is critical to being able to identify and solve for their needs both today and in the future. 

• CONTRIBUTE TO A SAFE ENVIRONMENT.  You’ll be empowered through our training programs to maintain our safety protocols.  Bottom line, the safety of partners, guests and pets is our #1 priority.

• BE A PART OF A COLLABORATIVE CULTURE.  Being a great teammate is key to creating a culture that is centered around solving for the health and wellness needs of pets.

• ENGAGE IN YOUR CAREER:  As you develop your skills and knowledge, you will have the opportunity to participate in developmental programs to support your continued growth throughout your career.

Knowledge, Skills, and Abilities

• SERVE THE CUSTOMERS: Asks discovery questions to understand customer needs. Seeks feedback from customers. Addresses customer needs by involving the right people at the right time. Meets or exceeds customer service needs, and reports barriers.

• COMMUNICATE WITH OTHERS: Listens carefully to others. Communicates clearly and concisely. Provides appropriate level of detail in communication. Write with accuracy, simplicity and completeness. Keeps others informed.

• PERFORM ETHICALLY: Does not cover up problems or blame others for mistakes. Meets commitments. Is honest and direct in dealing with people. Acts consistently with stated policies and practices. Does not disclose confidential information.

• CHOOSE CORRECTLY: Uses logic and common sense when making decisions or taking action. Uses existing rules and procedures to guide actions. Considers the impact or consequences of actions and decisions. Addresses issues in a timely way.

• RELATE TO OTHERS: Relates to others in an accepting and respectful way, regardless of their personality or background. Builds relationships by identifying and discussing common interests and priorities. Remains positive and respectful, even in difficult situations. Involves others as appropriate when issues affect them.

• PERFORM WORK: Asks questions to clarify assignments and priorities. Deals with high- priority work activities first. Makes sure work is done correctly. Handles problems and issues with speed and accuracy.

• STRIVE FORE RESULTS: Takes personal responsibility to take action. Puts in extra effort and work to accomplish important results. Sets high standards for his/her own performance. Finishes assignments and tasks in a timely manner.

• READILY ADAPT: Works productively in the face of ambiguity or uncertainty. Recovers quickly from problems and setbacks. Deals constructively with mistakes and problems. Seeks opportunities to acquire new knowledge and skills.

• IMPROVE PERFORMANCE: Suggests process and practice improvement ideas. Accurately reports process improvement data. Carefully monitors the accuracy and quality of outputs, products, and services. Makes suggestions to address problems and process breakdowns.

Education:

High school diploma or GED is generally preferred.

Experience:

Prefer a minimum of 2 years of experience in providing the public information in the animal nutrition, care/wellness/treatment knowledge areas is required.

A minimum of one year in a retail environment is highly preferred.

Possess basic computer skills with the ability to quickly research information from the Internet.

Must be proficient in the use of the PETCO PetNet and have the ability to access product information using the POLARIS system.

Must be certified on all Companion Animal Departments.

Must be Nutrition certified.

Must be PIJAC certified (California only).

Have thorough understanding of all aspects of Pet Services to include:

• Knowledge of the grooming salon program certification (PETCO Promise, Pet Stylist Mentor Program, Canine Heritage Breed Test, Pet First Aid.)

• Familiarity with the dog training class offerings and the PCC’s dog training schedule.

• Familiarity with the PCC’s photography and vaccination schedule.

Previous PETCO experience preferred.

Work Environment:

The majority of job duties are conducted indoors, although merchandise stocking and customer carry-outs will require that an associate leave the location briefly. Because this position requires bending, kneeling, lifting (up to 50 pounds, as necessary) and standing for long periods of time. The large majority of this associate’s time will be spent in direct contact with our customers.

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.