Retail Customer Service Supervisor

PetSmart; Frisco (TX); On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Retail Customer Service Supervisor who is passionate about pets and dedicated to providing exceptional service. In this role, you will lead a team, ensuring a positive experience for pet parents while maintaining store standards and supporting associate development. You will play a crucial part in driving customer loyalty through engaging interactions and overseeing store operations. If you thrive in a dynamic environment and are eager to make a meaningful impact on both pets and their owners, this opportunity is perfect for you. Join a team that values your contributions and celebrates your unique perspective!

Benefits

Health benefits: medical, dental, vision

401k

Tuition assistance

Associate discounts and perks

Paid time off for fulltime associates

Career pathing

Development opportunities

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred and full-time availability required.

Responsibilities

• Facilitates associate experience and supports development through training.
• Responsible for pet parent experience and outcomes in-store and online.

Skills

Customer Service

Leadership

Communication Skills

Organizational Skills

Computer Proficiency

Education

High School Diploma

Tools

Point-of-Sale (POS) Systems

Job description

PetSmart does Anything for Pets and Everything for You – JOIN OUR TEAM!

Retail Customer Service Supervisor (Key Holder)

About Life at PetSmart

At PetSmart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love—a lesson we learn from our pets—and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our furry, scaled, and feathery friends while enjoying a work experience that celebrates them as their authentic selves.

Benefits that benefit you

• Paid weekly
• Full time hours
• Health benefits: medical, dental, vision
• 401k
• Tuition assistance
• Associate discounts and perks
• Paid time off for fulltime associates
• Career pathing
• Development opportunities

JOB SUMMARY

PetSmart’s Experience Lead (Retail Customer Service Supervisor) provides exceptional pet parent service while upholding the company’s vision, mission, values, and strategy. This role is expected to drive the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for the oversight of the safety of people and pets, store cleanliness, merchandising, and associate engagement.

ESSENTIAL RESPONSIBILITIES

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:

People Leadership:

• Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, and coaching for growth, as well as providing feedback into associate performance reviews, disciplinary action, and promotions.
• Validates completion of assigned operational messages and engagement video compliance.
• Supports the various Services businesses as needed when the Experience Leader is not available.
• Delegates and validates completion of daily tasks.
• Leads and directs associates when acting as the Leader on Duty.
• Addresses and administers associate complaints and grievances.
• Recognizes and celebrates associates driving overall associate engagement.

Brand Integrity and Overall Store Experience:

• Responsible for pet parent experience and outcomes conducted over the telephone, in person, or online, and responding to pet parent concerns.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships, and Shot Clinics.
• Responsible for live pet sales and pet adoptions.
• Supports with monthly live cycle counts and addresses discrepancies.
• Recommends, informs, and sells merchandise and services, promoting pet parent-facing initiatives.
• Prepares online orders for pick-up in store and ensures a smooth, positive pick-up experience.
• Backs up to operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies.
• Maintains store standards and leads a culture of empowerment by ensuring compliance with our policies and procedures (P&Ps) and code of ethics.
• Ensures a safe environment for our associates, pets, and pet parents.
• Responsible for taking immediate action and reporting when a sick/injured pet is identified in the store; transports to the vet as needed.
• Maintains sales floor, pet training, adoption center, breakroom, and restroom cleanliness standards.
• Shares responsibility with store opening and closing procedures to ensure we uphold our brand promise.
• Assists and works in other departments as required. Other duties may be assigned.
• Follows all company policies and procedures.

QUALIFICATIONS

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required, with 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.

SUPERVISORY RESPONSIBILITY

• No direct reports, however, expected to guide and support the development of other associates.
• Provides feedback on associate performance to direct supervisor.
• Acts as the Leader when other Leaders are not in the store, including supervising associates, assigning tasks, and addressing any concerns.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Associate required to stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. The associate frequently is required to reach with hands and arms: stoop, kneel, crouch, talk, and hear. Specific vision abilities required by this job include depth perception. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Associate must frequently lift and/or move up to 50 pounds and occasionally team lift and/or move more than 100 pounds. Specific vision abilities required by this job include depth perception.
• While performing the duties of this job, the associate is occasionally exposed to moving mechanical parts, as well as a wet environment with an abundance of pet hair. The noise level is moderate in the work environment; however, associates may be exposed to high levels of noise at times. Exposure to live animals and their handling is common.

Do what you love

Join us for a chance to make a meaningful impact every day. Whether it's helping a customer choose their first fish, celebrating a pet's birthday, or seeing the smile on a pet parent’s face after a fresh groom—you'll create moments that matter. At PetSmart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.

We’re delighted you’re interested in joining our pack and helping us in our commitment to doing Anything for Pets, and the people who love them. We're excited to hear your story and learn more about you! Apply Now!