Experience Lead: Retail Customer Service

PetSmart; Phoenix (AZ); On-site; USD 25,000 - 32,000; Full time

Benefits offered by this job

Health & Wellness Benefits

401k Plan with company match

Paid Weekly

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 while upholding our vision, mission, values and strategy. The role drives loyalty initiatives, promotions, and store interactions, with shared responsibility for safety, cleanliness and associate engagement.

Responsibilities include leading the associate experience, supporting services, and ensuring tasks are completed. This is a full-time leadership role requiring evening and weekend availability.

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; strong written and verbal communication.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail.

Responsibilities

• Facilitates the associate experience and supports development including training, onboarding, mentoring, and coaching.
• Leads and directs associates when acting as Leader on Duty and handles tasks and store operations.
• Promotes store events, merchandise sales, and pet parent initiatives; supports live pet sales and adoptions.
• Backups POS operations and ensures accurate cash handling and policy compliance.
• Maintains store standards and safety for associates, pets, and customers.

Skills

Customer service

Leadership

Communication

Time management

Computer skills

POS systems

Tools

POS systems

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service while upholding our vision, mission, values and strategy. The role drives loyalty initiatives, promotions, and store interactions, with shared responsibility for safety, cleanliness and associate engagement.

Responsibilities include leading the associate experience, supporting services, and ensuring tasks are completed. This is a full-time leadership role requiring evening and weekend availability.