Experience Lead - Retail Customer Service

PetSmart Store Support Group, Inc.; Traverse City (MI); On-site; USD 22,000 - 30,000; 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 has shared responsibility for 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 through training, onboarding, mentoring and coaching.
• Backups to operate POS systems and handle cash transactions with accuracy.
• Leads and directs associates when acting as Leader on Duty; delegates and validates daily tasks.
• Address and administer associate complaints and grievances; recognize and celebrate engagement.
• Promote and coordinate store events, merchandising, and customer service initiatives.
• Maintain store standards, safety, cleanliness, and policy adherence.

Skills

Leadership

Customer service

Communication

Time management

Attention to detail

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