Retail Customer Service Supervisor

PetSmart Charities; Kennesaw (GA); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in pet care is seeking a Retail Customer Service Supervisor to enhance the pet parent experience. This role emphasizes exceptional service, leadership, and operational excellence. As a key member of the team, you will oversee store cleanliness, merchandising, and associate engagement while driving loyalty and promotional strategies. With a commitment to diversity and a passion for pets, this organization offers full-time opportunities that ensure both personal and professional growth. Join this vibrant team and make a meaningful impact every day!

Benefits

Health benefits: medical, dental, vision

401k

Tuition assistance

Associate discounts and perks

Paid time off for fulltime associates

Career pathing

Development opportunities

Qualifications

• Minimum 2 years retail experience in customer service.
• Leadership experience preferred.

Responsibilities

• Facilitates associate experience, training, and performance feedback.
• Ensures positive pet parent experience and addresses concerns.

Skills

Customer Service

Leadership

Communication Skills

Organizational Skills

Computer Proficiency

Job description

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

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Job Description

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 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 drives pet parent experience strategies through loyalty, promotions, and interaction, while achieving targeted results. It also involves overseeing safety, store cleanliness, merchandising, and associate engagement.

Essential Responsibilities

Responsibilities include, but are not limited to:

People Leadership

• Facilitates associate experience, training, onboarding, mentoring, coaching, and performance feedback.
• Supports operational messages and engagement video compliance.
• Supports Services businesses when the Experience Leader is unavailable.
• Delegates and validates daily tasks; leads as Leader on Duty.
• Addresses associate complaints and recognizes engagement.

Brand Integrity and Store Experience

• Ensures positive pet parent experience and addresses concerns.
• Coordinates store events, marketing, pet adoptions, and live pet sales.
• Supports inventory counts, merchandise sales, online order pick-up, and POS operations.
• Maintains store standards, safety, cleanliness, and compliance.
• Participates in opening and closing procedures.
• Assists in other departments as needed.

Qualifications

• Minimum 2 years retail experience in customer service.
• Leadership experience preferred.
• Full-time availability, including evenings, weekends, holidays.
• Proficiency in computer applications.
• Strong communication, organizational, and interpersonal skills.
• Ability to react under pressure and maintain composure.

Supervisory Responsibility

• No direct reports, but supports and guides associates, acts as Leader when necessary.

Physical Demands & Environment

• Standing, walking, climbing, handling objects, and exposure to pets and environment conditions.
• Ability to lift up to 50 pounds regularly, more with team assistance.

Join Us

Make a meaningful impact every day by helping customers and their pets. We value diversity and the unique perspectives of our 50,000+ associates, united by a passion for pets. Apply now and become part of our team!