Pet Retail Experience Lead — Customer Champion

PetSmart; Spartanburg (SC); On-site; USD 42,000 - 54,000; 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 (Key Holder) drives the pet parent experience by leading associates, supporting daily operations, and promoting store events and services. This role emphasizes teamwork, safety, and high-quality guest interactions in a fast-paced environment.

The position requires strong communication, the ability to handle busy periods, and a commitment to store standards, with opportunities for growth through development and training across departments.

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 via training and coaching.
• Delegate and validate daily tasks; lead during Leader on Duty shifts.
• Ensure brand standards, safety, cleanliness, and policy compliance.
• Promote store events, adoptions, vet partnerships, and live clinics.
• Assist in cash handling and POS operations with accuracy.

Skills

Retail experience

Leadership

Full-time availability

Computer proficiency

Communication

Pressure management

Organization

POS operations

Tools

POS systems

Job description

PetSmart's Retail Customer Service Lead (Key Holder) drives the pet parent experience by leading associates, supporting daily operations, and promoting store events and services. This role emphasizes teamwork, safety, and high-quality guest interactions in a fast-paced environment.

The position requires strong communication, the ability to handle busy periods, and a commitment to store standards, with opportunities for growth through development and training across departments.