Experience Leader: Retail Customer Service

PetSmart Store Support Group, Inc.; Boulder (CO); On-site; USD 38,000 - 52,000; 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 is seeking an experienced Retail Customer Service Lead to elevate the in-store experience for pet parents. This role emphasizes loyalty-building, promotions, and frontline leadership to ensure safe, clean, and engaging shop environments.

As Experience Lead, you will coach associates, support store events, and coordinate with teams to drive sales and service quality while maintaining compliance with company policies and safety standards.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability; flexible evenings, weekends and holidays as needed.
• Proficiency in computer applications; strong written and verbal communication.
• Ability to react under pressure; strong organizational skills and attention to detail.

Responsibilities

• Facilitates the associate experience and supports development.
• Leads and directs associates when acting as Leader on Duty.
• Promotes store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Back-up to operate POS and handle cash transactions, ensuring accuracy and policy compliance.
• Maintains store standards and fosters a culture of empowerment and safety for associates, pets, and customers.
• Assists and works in other departments as required; follows all policies and procedures.

Skills

Customer service

Leadership experience

Communication skills

Pressure handling

Organizational skills

Tools

POS systems

MS Office

Job description

PetSmart is seeking an experienced Retail Customer Service Lead to elevate the in-store experience for pet parents. This role emphasizes loyalty-building, promotions, and frontline leadership to ensure safe, clean, and engaging shop environments.

As Experience Lead, you will coach associates, support store events, and coordinate with teams to drive sales and service quality while maintaining compliance with company policies and safety standards.