Frequently Asked Questions
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Phoenix home office
Absolutely! All healthy and well-behaved pets are welcome. You’ll see dogs, cats, lizards, hamsters and birds throughout the day. We even have an on-site dog park for our furry friends to play!
We offer relocation for select roles. Your recruiter will walk you through it during the interview/hiring process.
Interview processes may vary by role, but usually you'll begin with a phone call with a recruiter, who will learn about your background, share details of the role and answer any of your questions. Next comes a phone or video interview with the hiring manager, followed by a video or on-campus interview with cross-functional partners (generally around 4 of them). We know it may seem like a lot, but we are invested in making sure that this is a good fit for both of us.
We formally evaluate performance at mid-year and year-end (although you will have ongoing performance discussions with your leaders throughout the year). Associates may be eligible for year-end bonuses based on company performance and personal performance, as well as merit increases. Certain roles are also eligible for a yearly bonus percent and a long-term incentive grant that is fully vested after 3 years.
Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state, or provincial law).
Our associates go through a safety certification, receive on-the-job training for different areas and learn from our extensive pet guides to provide the best service to pets and pet parents.
No matter how much experience you have, we believe that there is always more to learn! You’ll work with your store leader to discuss opportunities to cross-train in different store departments, enroll in development workshops or shadow leaders.
Good news: We have flexible shifts that align with your schedule, including early morning, evening and weekend shifts. Hours may depend on store location and store department. The petshotels and Grooming Salon often open at 7 a.m., with the rest of the store open from 9 a.m. – 9 p.m. Please note that hours may change based on COVID-19 restrictions. Please discuss with your store leader.
All new bathers and stylists obtain superior operational, safety and technical knowledge through our Splash Training Program. Using a variety of learning techniques, these lessons cover salon operations, dog anatomy and common conditions, dog behavior and safe handling, pre-bathing, bathing and drying techniques, salon services and customer experience.
Our free, paid salon training program takes place over 4 stages. In stage 1 as a pet stylist apprentice and bather, you'll learn about dog breeds and styling. During the stage 2 Grooming Academy (valued at more than $6,000!), you'll learn—and leave with!—the tools of the trade. As a groomer trainee stage 3, you'll put your brand-new education and fancy new tool kit to work when you head back to our salon. Finally, in stage 4, you'll hone your skillset as a pet stylist in training.
At PetSmart, nothing is more important than the safety of pets and people. We provide comprehensive, convenient and high-quality services, while treating each pet in our care as our own. We achieve our goals by taking things that may seem small—like hands-on pet assessment and monitoring for signs of stress—and transforming them into the most important things that we do each day. Through continued education, our salon associates are empowered to always do the right thing to keep themselves and the pets in our care safe and comfortable during their stay.
You must pass a background check, drug screen and a Physical Abilities Test prior to onboarding with us. PetSmart is committed to providing access and reasonable accommodation for candidates and associates.
Applicants must be over the age of 18 (except in Montana or where otherwise required by local or state, or provincial law).
We can train you! We have entry-level positions for those without experience and can train you for other career opportunities that might interest you. We also offer structured career paths for your future growth.
Absolutely! Whether you have no experience or a lot of it, you can have a great career in one of our DCs. We'll be clear about what your path can be and how to achieve your goals. Some associates want job enrichment opportunities and to learn a lot of different roles, while others want a more defined path. Whatever your goals, we can offer opportunities based on your aspirations.
Shifts differ by location, with some offering 1st, 2nd and/or 3rd shifts. You can make note of your schedule preferences in your application.
Canada home office
PetSmart observes 10 paid holidays per year for eligible full-time associates: New Year's Day, Family Day, Good Friday, Victoria Day, Canada Day, Civic Day, Labour Day, Thanksgiving Day, Christmas Day and Boxing Day.
Our associates are eligible for a variety of company and non-company discounts, including 15% off products and services and up to 50% off proprietary brands. associates also can take advantage of our Perkopolis partnership for access to thousands of discounts on items like cell phones, travel and entertainment, groceries and more. To learn more, visit the Discounts & Offerings page.
Associates are eligible for different types of paid time off depending on your work location, full-time or part-time status and local laws.
Absolutely!! Healthy and well-behaved dogs are welcome in the office.
Shift availability is based on operational needs, according to what we call Spring and Winter schedules. (We don't observe daylight savings time in Phoenix, where our home office is.) Typically, the Call Center runs a Spring schedule of 4:45 a.m. to 9 p.m. and a Winter schedule of 5:45 a.m. to 10 p.m.
Training is mandatory and lasts 3 weeks. Week 1 covers skills needed for our hotel and salon services. Weeks 2 and 3 focus on proficiency in taking calls and assisting our pet parents with various needs. Tests are given at the end of each week and associates are required to pass to continue employment.
The Call Center is located at our home office in Phoenix. Sorry, but we do not offer relocation.
We do! Our program is broken into 3 parts: total services sales (Hotel, Salon, Pet Training), total SRC (services reservation center) sales and individual performance. Bonuses are paid out monthly.
Full-time associates (minimum 40 hours) receive dental, vision and health benefits, as well as sick, discretionary and vacation time. Part-time associates receive sick and discretionary time off (no other benefits).
The interview process will start out as a phone screen and from there turn into an interview. Currently, this process is virtual and consists of about 7 main questions.
Our associates take calls throughout the day, assisting pet parents with booking services and suggesting additional amenities for an excellent customer experience. These teams use multiple computer programs that involve working on various screens (generally 2) while closing and opening resources to support our assorted booking services. Pet parents often have questions about packages, locations and services, which we access during the call through several platforms within our booking tools.
Yes, all internships and trainee programs are paid hourly, based on 40 hours/week.
Yes. For students outside of the Phoenix area, furnished housing is provided.
College credit can be provided if proper criteria are met. Work with your emerging talent coordinator for more information.
Students must have 1 or more semesters remaining of school to be eligible for internships.
Our full-time trainee programs are only for winter/spring graduates within the current school year. Keep an eye out for available entry-level positions on our careers website.
Please do! PetSmart offers a Summer Experience every year from July to August for students currently seeking college credits in either a 2- or 4-year educational institution. Stay tuned for more info.
PetSmart observes 6 paid holidays per year to eligible full-time associates: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.
Our associates are eligible for a variety of company and non-company discounts, including 15% off on products and services and up to 50% off proprietary brands. Associates also can take advantage of our PerkSpot partnership for access to thousands of discounts on items like cell phones, travel and entertainment, groceries and more.
Yes. For every dollar you contribute (up to 6% of your pay), PetSmart deposits 50 cents into your account. For every calendar year you work 1,000 hours, you own 20% of the value of the company’s contributions. (That’s called vesting.) So after 5 years, you own 100% of PetSmart’s contributions. You’re always 100% vested in your own contributions.
Vacation time applies to all regular full-and part-time U.S. store, DC and home office associates.
we are PetSmart
We are active listeners and regularly engage with our associates to hear all perspectives. This occurs in numerous ways, from our annual engagement survey to pulse check surveys, as well as conducting culture
assessments, listening tours, actively practicing our open-door policy and more.
We know we're not perfect and the best ideas for making improvements often comes from our associates, so be sure to share your voice with any leader at PetSmart about how we can consistently get better.
PetSmart prides itself on paying competitive wages. Pay is reviewed regularly by multiple levels of leadership through the annual merit cycle process. A team of compensation professionals also regularly monitors pay at other retailers with similar workforces to determine if PetSmart's wages are competitive across the company.
Benefits are a big part of total rewards and are reviewed annually and evaluated to ensure they meet the continually evolving needs of our associates and their families. We have a single set of medical benefit options for all eligible employees, meaning everyone from senior leaders to part-time employees choose from the same health and wellness options.
Eligible associates have access to a competitive and valuable benefits package including, tools to help you plan your financial future, time away from work, tuition assistance, support for life events, resource to support your physical and mental well-being, and a variety of meaningful savings through discounts and offerings. From medical coverage to time away, you'll find everything you need to know on our Benefits Website.
One of PetSmart's' core values is to Learn New Tricks. This means that every day is an opportunity to be better for every single associate across the company. This also means that feedback is exchanged regularly through 1:1 conversations and routine process validations.
On a more formal basis, if you are in a non-leadership role, you can expect to be evaluated on a 90- and 180-day cadence from your hire date in the first year and on an annual basis after that. Merit is awarded after the annual performance review is completed and is based on your rating.
Store Leaders receive a system-generated email reminder 27 days prior to an associate's evaluation. You can expect a conversation with your leader explaining your rating and merit increase on your anniversary.
Since the beginning of the pandemic, the safety of our teams and pet parents has been our highest priority, and we've continuously adapted our business practices to meet or exceed all health and safety guidance, as well as other best practices for retail store operations. This includes enhanced cleaning and disinfecting protocols, face covering requirements for associates and customers, operational adjustments to accommodate social distancing, and many other steps to reduce the spread of COVID-19. In total, we have invested millions of dollars in personal protective equipment, face coverings for associates, cleaning supplies, physical barriers, vaccination incentives, and other items to protect our associates within our stores, DCs, and home offices, as well as our customers.
Our associates are at the heart of who we are, and we're proud of the ways they have gone above and beyond to serve pet parents during these challenging times. To recognize their service and commitment, we have paid $25 million in additional compensation awards to our front-line associates since the pandemic began. This includes special thank-you bonuses, payment of healthcare premiums, and other healthcare benefits. We also made a $1 million contribution to the longstanding PetSmart associate Assistance Foundation to support any of our workers who may be facing personal or financial hardships.
PetSmart takes great care to staff each store to meet the needs of our associates, customers, and pets. Each store earns labor hours relative to their unique customer demand. For example, larger stores with higher volume earn more labor compared to smaller stores with lower volume, and additional labor is given for locations with PetsHotel Boarding, Training Classes, and Grooming Salons, as well. Part-time, full-time, and seasonal opportunities are available in many locations, with the opportunity for flexible schedules and additional shifts. Schedules are posted in advance and associates have a say in the hours they are asked to work.
We are also investing in technology to provide associates with more flexibility in managing their schedules.
Pet parents trust us with their pet care needs. At PetSmart, all associates are empowered and expected to do anything for pets. This means we expect all associates to report any situation where a pet's health concern is not being addressed.
Our commitment to do anything for the pets in our care comes to life in numerous ways, including:
- Educating our associates with best-in-class experience and training across our salons, hotels pet training.
- Associates use discretion and reserve the right to refuse the sale of a pet in situations where the pets health and safety may be in jeopardy.
- Respond urgently to any specialty pet's health concerns in partnership with local/specialty veterinarians.
- Careful evaluation of the pets' health at time of arrival to ensure suppliers are meeting expectations.
- Partner with PetSmart Veterinarians to create habitat, care standards and processes to support the specialty pets in our care.
- Execute Pet Care processes and maintain standards throughout the day by identifying and addressing any situation where a pet's health may be in jeopardy.
- Engage with pet parents to educate on the commitments for care and environmental needs of a specialty pet.
- Ensure the pet parent leaves the store with the required pet-specific items (including habitat, food, etc.) that are needed for their new specialty pet to live a happy and healthy life.
- Provide educational tools, such as species-specific Care Guides and resources through PetSmart.com
PetSmart is consistently investing in technology, equipment and facilities upgrades and process optimization improvements that are meant to make the role of the front-line associate easier. We test new ideas frequently, learn from the feedback and adjust course. In other words, you play a critical role in improving the associate experience by providing feedback on what works and what doesn't. This also means that if something in your day-to-day experience isn't working well and you find you do not have the tool and resources needed to perform at your best; you can use the open door, talk to your leader, or any leader, and we will look into your questions or concerns.
Our SpeakUp resources are always available to all associates. Associates have many options when it comes to raising a concern, question, or feedback.
Your leader is a great place to start if you have questions, but if you are uncomfortable bringing your concerns to your leader or to other internal resources, CareSmart allows you to make an anonymous report through a service that is operated by an independent third-party. We're committed to responding to all associate concerns in a prompt and empathetic manner. Call 1-800-738-4693 at any time to report a concern.
Our Speak Up Resources Include:
• Your Leader or Any Leader
• Human Resources
• The CareSmart Hotline
• The Legal Department
• The Internal Audit
• Loss Prevention & Safety Department