Pet Retail Experience Lead

PetSmart; Chambersburg (Franklin County); On-site; USD 42,000 - 56,000; 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’s Retail Customer Service Lead provides exceptional pet parent service while upholding PetSmart’s vision, mission, and values. This role drives customer experience strategies through loyalty and promotions and oversees store safety, cleanliness, merchandising, and associate engagement.

The position emphasizes leadership, event coordination, and the ability to guide teams as needed, with a focus on delivering a positive pet-parent experience and strong store performance.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required, flexibility in schedule, 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 associate development.
• Leads and directs associates when acting as the Leader on Duty.
• Address and administer associate complaints and grievances.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Backup to operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy.
• Maintains store standards and leads a culture of empowerment by ensuring compliance to policies and code of ethics.

Skills

Retail experience

Leadership experience

Full-time availability

Flexibility in schedule

Proficiency with computers

Strong communication

Tools

POS systems

Job description

PetSmart’s Retail Customer Service Lead provides exceptional pet parent service while upholding PetSmart’s vision, mission, and values. This role drives customer experience strategies through loyalty and promotions and oversees store safety, cleanliness, merchandising, and associate engagement.

The position emphasizes leadership, event coordination, and the ability to guide teams as needed, with a focus on delivering a positive pet-parent experience and strong store performance.