Experience Lead: Elevate Pet Parent Service

PetSmart; Port Arthur (TX); On-site; USD 42,000 - 52,000; 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 Retail Customer Service Lead provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. This role drives customer experience strategies through loyalty and promotions, guiding interactions across the store to achieve targeted results and ensuring safety and cleanliness.

The position involves leadership during shifts, motivating associates, and supporting cross-department tasks, with a focus on high-quality service and store standards.

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.
• Provides input for performance reviews, disciplinary actions, and promotions.
• Supports Services businesses when Experience Leader is unavailable.
• Delegates and validates completion of daily tasks.
• Leads and directs associates when acting as Leader on Duty.
• Addresses and resolves associate complaints and grievances.
• Promotes store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Maintains safety and cleanliness standards across the store.

Skills

Retail experience

Leadership experience

Full-time availability

Computer skills

Written and verbal communication

Pressure management

Organizational skills

Tools

POS systems

Job description

PetSmart’s Retail Customer Service Lead provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. This role drives customer experience strategies through loyalty and promotions, guiding interactions across the store to achieve targeted results and ensuring safety and cleanliness.

The position involves leadership during shifts, motivating associates, and supporting cross-department tasks, with a focus on high-quality service and store standards.