PetCare Experience Lead — Retail Customer Service

PetSmart; Bozeman (MT); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health & Wellness Benefits

401k with company match

Paid Time off

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Paid Weekly

Job summary

PetSmart in Bozeman, MT is seeking an experienced Retail Customer Service Lead to guide daily operations and support the store team. The role emphasizes delivering outstanding pet-parent service, driving loyalty initiatives, and maintaining a safe, clean store environment.

As the Experience Lead, you will supervise tasks, coach teammates, and partner with departments to promote adoptions, clinics, and events.

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 assigned operational messages and engagement video compliance.
• Supports the various 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.
• Maintains store standards and leads a culture of empowerment by ensuring compliance to policies and code of ethics.

Skills

Customer service

Leadership

Retail operations

Communication

Tools

POS systems

Inventory software

Job description

PetSmart in Bozeman, MT is seeking an experienced Retail Customer Service Lead to guide daily operations and support the store team. The role emphasizes delivering outstanding pet-parent service, driving loyalty initiatives, and maintaining a safe, clean store environment.

As the Experience Lead, you will supervise tasks, coach teammates, and partner with departments to promote adoptions, clinics, and events.