Experience Leader, Retail Customer Service (Pet Care)

PetSmart; Pinole (CA); On-site; USD 25,000 - 33,000; 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’s Experience Lead (Retail Customer Service Lead) drives the pet parent experience through loyalty and promotions, while ensuring store safety, cleanliness and engagement. This role collaborates with teams to deliver exceptional service and maintain brand standards across daily operations.

The position requires leadership skills, up to date computer proficiency, and a flexible schedule including evenings, weekends, and holidays.

Qualifications

• 2+ years in retail with a customer-focused approach.
• Leadership experience preferred.
• Full-time availability; evenings, weekends, and holidays as needed.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to stay composed under pressure and maintain organization.
• Attention to detail and reliable follow-through.

Responsibilities

• Facilitates the associate experience and supports development.
• Validates completion of operational messages and engagement videos.
• Supports Services businesses when the Leader is unavailable.
• Delegates and validates daily task completion.
• Leads when Acting Leader on Duty; supervises associates.
• Addresses associate complaints and resolves issues.
• Recognizes and celebrates high engagement among staff.

Skills

Leadership

Customer Service

Retail Experience

Communication

Computer Proficiency

Schedule Flexibility

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) drives the pet parent experience through loyalty and promotions, while ensuring store safety, cleanliness and engagement. This role collaborates with teams to deliver exceptional service and maintain brand standards across daily operations.

The position requires leadership skills, up to date computer proficiency, and a flexible schedule including evenings, weekends, and holidays.