Experience Leader: Retail Customer Service

PetSmart; Traverse City (MI); On-site; USD 32,000 - 42,000; 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

Paid Weekly

Job summary

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to drive the pet parent experience and oversee daily store operations. You will guide associates, manage service initiatives, and support events such as adoptions and partnerships while ensuring safe, clean store standards.

As a full-time leader, you will handle POS transactions, assist with inventory cycles, and mentor teams to deliver exceptional customer care and store performance.

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 development through training, onboarding, mentoring, and coaching.
• Validates completion of assigned operational messages and engagement video compliance.
• Supports Services businesses when the Experience Leader is unavailable.
• Delegate and validate completion of daily tasks.
• Leads and directs associates when acting as Leader on Duty.
• Addresses and administers associate complaints and grievances.
• Promotes pet parent experience over the phone, in person, or online; responds to concerns.
• Promotes store events and marketing for Adoptions, Vet partnerships, and Shot Clinics.
• Manages live pet sales and adoptions; assists with monthly cycle counts.
• Prepares online orders for pick-up and ensures a smooth pickup experience.
• Operates POS systems and handles cash transactions with accuracy.
• Maintains store standards and fosters empowerment and policy compliance.
• Ensures a safe environment for associates and pets.

Skills

Leadership experience

Retail experience

Proficiency in computer applications

Tools

POS systems

Job description

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to drive the pet parent experience and oversee daily store operations. You will guide associates, manage service initiatives, and support events such as adoptions and partnerships while ensuring safe, clean store standards.

As a full-time leader, you will handle POS transactions, assist with inventory cycles, and mentor teams to deliver exceptional customer care and store performance.