Experience Lead: Retail Customer Service & Store Leadership

PetSmart, Inc.; Eugene (OR); Vor Ort; USD 38.000 - 48.000; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

PetSmart, Inc. is seeking a Retail Customer Service Lead (Key Holder) to elevate the pet parent experience in our Eugene, Oregon store. You will help drive loyalty programs, coordinate promotions, and oversee daily operations with a focus on safety, cleanliness, and team engagement.

This role combines leadership with hands-on service, including assisting customers over the phone or in person, supporting event promotions, and ensuring accurate POS transactions while upholding PetSmart's standards.

Qualifikationen

• 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.

Aufgaben

• Facilitates the associate experience and supports associate development. This includes training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate performance reviews, disciplinary action and promotions.
• 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&Ps) 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.

Kenntnisse

Leadership

Customer service

Communication

Computer proficiency

Tools

POS system

Jobbeschreibung

PetSmart, Inc. is seeking a Retail Customer Service Lead (Key Holder) to elevate the pet parent experience in our Eugene, Oregon store. You will help drive loyalty programs, coordinate promotions, and oversee daily operations with a focus on safety, cleanliness, and team engagement.

This role combines leadership with hands-on service, including assisting customers over the phone or in person, supporting event promotions, and ensuring accurate POS transactions while upholding PetSmart's standards.