Pet Retail Experience Lead

PetSmart Store Support Group, Inc.; Chambersburg (Franklin County); On-site; USD 36,000 - 48,000; 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 a Retail Customer Service Lead (Key Holder) to drive the pet parent experience and support store leadership in daily operations. This role emphasizes delivering exceptional service, promoting pet adoptions and products, and maintaining safety and store standards.

Responsibilities include leading associates, optimizing the customer journey, and ensuring efficient POS operations while upholding PetSmart values.

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 associate development.
• Validates completion of operational messages and engagement video compliance.
• Supports the Services businesses as needed when the Experience Leader is not available.
• Delegate and validate completion of daily tasks.
• Leads and directs associates when acting as the Leader on Duty.
• Address and administer associate complaints and grievances.
• Recognizes and celebrates associates driving overall associate engagement.

Skills

Retail experience

Leadership experience

Computer skills

Communication skills

Full-time availability

Under pressure

Organizational skills

Job description

PetSmart is seeking a Retail Customer Service Lead (Key Holder) to drive the pet parent experience and support store leadership in daily operations. This role emphasizes delivering exceptional service, promoting pet adoptions and products, and maintaining safety and store standards.

Responsibilities include leading associates, optimizing the customer journey, and ensuring efficient POS operations while upholding PetSmart values.