Experience Leader: Customer Service & Pet Care

PetSmart; Albertville (AL); 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 is hiring an experienced Retail Customer Service Lead (Key Holder) in Alabama. The role focuses on delivering exceptional pet parent service while upholding PetSmart’s vision, mission, and values.

You will drive loyalty and promotions, oversee store safety and cleanliness, and engage associates to achieve targeted results. The position requires 2+ years in retail, full-time availability, and the ability to work flexible hours including evenings and weekends.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required, flexibility to work evenings, weekends, and holidays.
• 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 development (training, onboarding, mentoring, coaching).
• Validates completion of operational messages and engagement video compliance.
• Supports Services businesses when Experience Leader is unavailable.
• Delegates and validates daily tasks completion.
• Leads when acting as Leader on Duty, supervising associates as needed.
• Address and resolve associate complaints and grievances.

Skills

Retail experience

Leadership

Customer service

Communication

Computer skills

Tools

POS systems

Job description

PetSmart is hiring an experienced Retail Customer Service Lead (Key Holder) in Alabama. The role focuses on delivering exceptional pet parent service while upholding PetSmart’s vision, mission, and values.

You will drive loyalty and promotions, oversee store safety and cleanliness, and engage associates to achieve targeted results. The position requires 2+ years in retail, full-time availability, and the ability to work flexible hours including evenings and weekends.