Experience Lead — Retail Customer Service

PetSmart; Hilton Head Island (SC); On-site; USD 19,000 - 28,000; 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 the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results.

This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.

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.
• 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.
• 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.
• Backup 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&P) 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 ensure we uphold our brand promise.
• Assists and works in other departments as required. Other duties may be assigned.
• Follows all company policies and procedures.

Skills

Retail experience

Leadership experience

Communication skills

Computer aptitude

Team leadership

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 the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results.

This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.