Experience Lead: Elevate Pet Parent Service

PetSmart; Harlingen (TX); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Paid Weekly

Health & Wellness Benefits

401k Plan with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

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 drives loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results.

This role includes oversight of safety for people and pets, store cleanliness, merchandising, and associate engagement, with responsibilities across store operations and customer service

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, including training, onboarding, mentoring, and coaching.
• 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.

Skills

Retail experience

Leadership experience

Computer proficiency

Written & verbal communication

Work under pressure

Organization & attention to detail

Tools

POS systems

Job description

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 drives loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results.

This role includes oversight of safety for people and pets, store cleanliness, merchandising, and associate engagement, with responsibilities across store operations and customer service