Experience Leader — Retail Customer Service

PetSmart; Durham (NC); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

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) delivers exceptional pet parent service while upholding PetSmart’s vision, values, and strategy. This role drives customer experience strategies through loyalty, promotions, and interactions across the store to achieve targeted results.

The position shares responsibility for safety of people and pets, store cleanliness, merchandising, and associate engagement, with leadership during open/close and while acting as Leader on Duty.

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 skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail.

Responsibilities

• Facilitates the associate experience and supports development through training, onboarding, mentoring, and coaching for growth, plus providing feedback into performance reviews and promotions.
• Validates completion of assigned operational tasks and engagement video compliance.
• Supports Services businesses when needed and delegates daily tasks.
• Leads and directs associates when acting as Leader on Duty and addresses associate concerns.
• Maintains store standards and ensures safety for associates, pets, and customers, as well as merchandising and cleanliness.
• Recommends and promotes merchandise and services, handles online orders for pickup, and assists with POS cash handling and policy compliance.

Skills

Retail experience

Leadership experience

Communication skills

Computer proficiency

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) delivers exceptional pet parent service while upholding PetSmart’s vision, values, and strategy. This role drives customer experience strategies through loyalty, promotions, and interactions across the store to achieve targeted results.

The position shares responsibility for safety of people and pets, store cleanliness, merchandising, and associate engagement, with leadership during open/close and while acting as Leader on Duty.