Experience Lead – Pet Retail Customer Champion

PetSmart; Clarksville (IN); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Health & Wellness Benefits

Paid Weekly

401k Plan with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Job summary

PetSmart seeks a Retail Customer Service Lead (Key Holder) in Indiana to oversee customer service and store operations. You will drive pet parent experiences, lead a team on duty, and coordinate loyalty promotions while ensuring safety, merchandising, and clean stores.

The role requires 2+ years of retail experience, strong communication, and the ability to work evenings, weekends, and holidays. Full-time position with benefits and opportunities for growth in a values-driven culture.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability; evenings, weekends, and holidays as needed.
• Proficiency in computer applications.

Responsibilities

• Facilitates associate experience, training, onboarding, mentoring, coaching and performance feedback.
• Leads as Leader on Duty, oversees daily tasks, and handles escalations.
• Promotes store events and marketing for adoptions, partnerships and clinics.
• Assists in live pet sales and adoptions; ensures safety and store cleanliness.
• Backups POS operations and cash handling; ensures policy compliance.
• Maintains store standards, merchandising, and associate engagement.

Skills

Retail experience

Leadership

Full-time availability

Computer proficiency

Communication

Under pressure

Organizational skills

Job description

PetSmart seeks a Retail Customer Service Lead (Key Holder) in Indiana to oversee customer service and store operations. You will drive pet parent experiences, lead a team on duty, and coordinate loyalty promotions while ensuring safety, merchandising, and clean stores.

The role requires 2+ years of retail experience, strong communication, and the ability to work evenings, weekends, and holidays. Full-time position with benefits and opportunities for growth in a values-driven culture.