Retail Customer Service Supervisor

PetSmart; Houston (TX); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Retail Customer Service Supervisor who will lead a team to provide exceptional service to pet parents. In this role, you'll drive customer experience strategies, oversee store cleanliness, and engage associates to create a positive shopping environment. With a focus on training and development, you'll help shape the next generation of leaders while ensuring that every pet parent interaction is memorable. Join a passionate team dedicated to making a meaningful impact in the lives of pets and their owners every day.

Benefits

Health benefits: medical, dental, vision

401k

Tuition assistance

Paid time off

Associate discounts

Career pathing

Development opportunities

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred with strong communication skills.

Responsibilities

• Supports associate development through training and mentoring.
• Ensures positive pet parent interactions and store standards.

Skills

Customer Service

Leadership

Communication

Problem Solving

Computer Applications

Education

High School Diploma

Retail Management Certification

Job description

Join to apply for the Retail Customer Service Supervisor role at PetSmart

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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 to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty, promotions, and interaction, while achieving targeted results. It also involves oversight of safety, store cleanliness, merchandising, and associate engagement.

Essential Responsibilities

Responsibilities include, but are not limited to:

People Leadership:

• Supports associate development through training, onboarding, mentoring, coaching, and performance feedback.
• Ensures completion of operational messages and engagement videos.
• Supports services when the Experience Leader is unavailable.
• Delegates daily tasks and leads as the Leader on Duty.
• Addresses associate complaints and recognizes engagement.

Brand Integrity and Store Experience:

• Ensures positive pet parent interactions and outcomes.
• Coordinates store events, marketing, and pet adoptions.
• Supports with inventory counts, merchandise sales, and online order pickups.
• Operates POS systems and handles cash transactions accurately.
• Maintains store standards, safety, and cleanliness.
• Participates in opening and closing procedures.
• Assists in other departments as needed.

Qualifications:

• 2+ years retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability, flexible schedule including evenings, weekends, holidays.
• Proficiency in computer applications.
• Strong communication skills.
• Ability to react under pressure and stay organized.

Supervisory Responsibility:

• No direct reports but supports and guides associates.
• Provides performance feedback to supervisor.
• Acts as the Leader in absence of other Leaders.

Physical Demands & Environment:

• Requires standing, walking, climbing, and handling objects up to 50 pounds regularly.
• Exposed to pet hair, movement, and noise; handles live animals.

Join us and make a meaningful impact every day! Whether helping a customer choose a fish or celebrating a pet’s birthday, you’ll create moments that matter. We cherish diversity and the passion for pets among our 50,000 associates. Apply now!