Retail Customer Service Lead

PetSmart; Burnaby; On-site; CAD 42,000 - 66,000; Full time

Benefits offered by this job

Paid Weekly

Health & Wellness Benefits

RRSP with company match

Paid Time off

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Job summary

PetSmart in Burnaby is seeking an Experience Lead to enhance the pet parent experience and support the Leader on Duty. The role drives loyalty, promotions, and pet parent interactions across the store while upholding safety, cleanliness, and associate engagement.

Key responsibilities include mentoring associates, coordinating store events like adoptions and clinics, handling live pet sales and adoptions, and ensuring accurate POS operations and adherence to policies.

Qualifications

• 2+ years of retail experience in a customer‑focused environment.
• Leadership experience preferred.
• Full‑time availability required, flexibility in schedule, able to work evenings, weekends, and holidays as needed.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail.

Responsibilities

• Facilitates the associate experience and supports associate development.
• Leads and directs associates when acting as the Leader on Duty.
• Responsible for pet parent experience and outcomes conducted over the phone, in person or online.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Responsible for live pet sales and pet adoptions.
• Backs up to operate point‑of‑sale (POS) systems and handle cash transactions.
• Maintains store standards and leads a culture of empowerment by ensuring compliance to our policies and procedures.

Job description

Retail Customer Service Lead (Key Holder)

Job Summary

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role is expected to drive the pet parent experience through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. It has shared responsibility for the oversight of the safety of people and pets, store cleanliness, merchandising, and associate engagement.

Essential Responsibilities

People Leadership

• Facilitates the associate experience and supports associate development. Includes but is not limited to training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate performance reviews, disciplinary action and promotions.
• Validates completion of assigned operational messages and engagement video compliance.
• Supports the various Services businesses as needed when the Experience Leader is not available.
• Delegate and validate completion of daily tasks.
• Leads and directs associates when acting as the Leader on Duty.
• Address and administer associate complaints and grievances.
• Recognizes and celebrates associates driving overall associate engagement.

Brand Integrity and Overall Store Experience

• Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and responding to pet parent concerns.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Responsible for live pet sales and pet adoptions.
• Supports with monthly live cycle counts, addresses discrepancies.
• Recommends, informs, and sells merchandise and services and promotes pet parent facing initiatives.
• Prepares online orders for pick-up in store and ensures a smooth, positive pick-up experience.
• Backs up to operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies.
• Maintains store standards and leads a culture of empowerment by ensuring compliance to our policies and procedures (P&Ps) and code of ethics.
• Ensures a safe environment for our associates, pets, and pet parents.
• Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; transport to the vet as needed.
• Maintains sales floor, pet training, adoption center, breakroom and restroom cleanliness standards.
• Shared responsibility with store opening and closing procedures to uphold our brand promise.
• Assists and works in other departments as required. Other duties may be assigned.
• Follows all company policies and procedures.

Qualifications

• 2+ years of retail experience in a customer‑focused environment.
• Leadership experience preferred.
• Full‑time availability required, flexibility in schedule, able to work evenings, weekends, and holidays as needed.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail.

Supervisory Responsibilities

• No direct reports, however, are expected to guide and support the development of other associates.
• Provides feedback on associate performance to direct supervisor.
• Acts as the Leader when other Leaders are not in the store. This includes supervising associates, assigning tasks and addressing any concerns.

Essential Physical Demands And Work Environment

• Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc.; frequently reach with hands and arms: stoop, kneel, crouch, talk and hear. Specific vision abilities required by this job include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. Specific vision abilities required by this job include depth perception.
• While performing the duties of this job, the associate is occasionally exposed to moving mechanical parts, as well as a wet environment with an abundance of pet hair. The noise level is moderate; however, associates may be exposed to high levels of noise at times. Exposure to live animals and their handling is common.

Benefits

• Paid Weekly
• Health & Wellness Benefits*
• Group Registered Retirement Plan (RRSP) with company match
• Paid Time off for full‑time associates
• Associate discounts
• Tuition Assistance
• Career pathing
• Development opportunities

PetSmart is an Equal Opportunity Employer

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.

This job summary is intended to describe the general nature and level of work associates/leaders assigned to this job perform. It is not intended to include all duties and responsibilities. You will be provided with a copy of a job description for the actual position you are hired into. Exact rate of pay will be based on relevant experience level, training, skills or knowledge and store location. This position is paid on a per hour basis. In no instance will PetSmart pay less than the local minimum wage. This position is also eligible for benefits as described at https://benefits.petsmart.com/ca/.