Escalations Representative

🕒 August 22

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 23%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Petco

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1965

🛒 Retail

👥 B2C

🏥 Healthcare

Retail • B2C • Healthcare

Petco is a consumer-focused pet retailer and pet health services provider. It sells a wide range of pet supplies and food (for dogs, cats, fish, reptiles, and small animals), pet products (beds, tanks, supplies), and offers in-store and professional pet services including veterinary medicine and pet health programs. Celebrating 60 years, Petco positions itself as a destination for pet owners to support animal health and wellbeing.

📋 Description

• Provide Tier 2 customer support for issues escalated from the Vetco Call Center, Petco Call Center, Field Operations, and Pharmacy Partners • Approve or deny prescription order requests via portal, fax, or phone • Answer technical and customer service questions from field teams and call center agents • Respond to escalated inquiries involving prescription issues, missing or incorrect records, account changes, reimbursements, and Vetco Rabies tag replacements • Use email, Salesforce, and Pet Pass account notes to resolve customer support issues • Identify, track, and communicate trends, functions, and protocols requiring improvement • Serve as a resource for call center agents and field teams • Escalate issues to the Supervisor and confer with team members as necessary • Identify and promote mutually beneficial solutions • Support fellow employees and contribute to the success of Vetco Clinics • Use various systems to organize and track information • Adapt to departmental and companywide changes and suggest improvements • Maintain high performance standards and pursue continuous improvement • Identify information needed to solve problems effectively • Consider external and internal customer impact when taking action • Develop creative approaches to increase customer satisfaction • Take personal responsibility for resolving service problems • Work under the general direction of the Vetco Escalations Manager with limited supervision and exercise independent judgment

🎯 Requirements

• High School Diploma or GED equivalent desired • At least 2 years previous experience in an animal or medical related field preferred • Strong verbal and written communication skills • Proficient data/order entry skills required • Computer proficiency utilizing Microsoft Office applications • Ability to multi-task and respond to customer questions and complaints • Ability to type at least 65 wpm • Must be able to perform duties with or without reasonable accommodation

🏖️ Benefits

• Equal Opportunity Employer • Reasonable accommodation for job duties • Opportunity to create an exciting career path • Wellbeing support • Opportunity to work remotely