Retail Customer Service Supervisor

PetSmart Charities; Knoxville (TN); On-site; USD 35,000 - 50,000; Full time

Job summary

Join a leading company as a Retail Customer Service Supervisor, where you'll provide exceptional service to pet parents while leading and developing associates. Enjoy a fulfilling role that emphasizes teamwork, customer care, and a passion for pets. With full-time hours and comprehensive benefits, this position allows you to make a meaningful impact daily.

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 retail experience in a customer-focused environment.
• Full-time availability, flexible schedule, including evenings, weekends, and holidays.

Responsibilities

• Facilitates the associate experience and supports associate development.
• Ensures positive pet parent experience and addresses concerns.
• Maintains cleanliness of sales floor and pet training areas.

Skills

Communication

Organizational Skills

Leadership

Tools

Computer Applications

Job description

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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 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 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 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. This includes training, onboarding, mentoring, coaching, feedback, performance reviews, disciplinary actions, and promotions.
• Validates completion of operational messages and engagement video compliance.
• Supports various services businesses when the Experience Leader is unavailable.
• Delegates and validates daily tasks.
• Leads and directs associates as acting Leader on Duty.
• Addresses and manages associate complaints and grievances.
• Recognizes and celebrates associates to drive engagement.

Brand Integrity And Overall Store Experience

• Ensures positive pet parent experience and addresses concerns via phone, in person, or online.
• Coordinates store events, marketing, adoptions, vet partnerships, and shot clinics.
• Responsible for live pet sales and adoptions.
• Supports monthly cycle counts and addresses discrepancies.
• Recommends, informs, and promotes merchandise and services.
• Prepares online orders for in-store pickup, ensuring a positive experience.
• Backs up POS operations and cash handling, ensuring accuracy and compliance.
• Maintains store standards, promotes a culture of empowerment, and ensures compliance with policies and ethics.
• Ensures a safe environment for staff, pets, and pet parents.
• Takes immediate action on sick/injured pets and transports to vet as needed.
• Maintains cleanliness of sales floor, pet training, adoption center, and break areas.
• Participates in store opening and closing procedures.
• Assists in other departments as needed.
• Follows all company policies and procedures.

Qualifications

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

Supervisory Responsibility

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

Physical Demands and Work Environment

• Standing, walking, climbing, handling objects, reaching, stooping, kneeling, crouching, talking, hearing, and vision requirements.
• Frequently lifts up to 50 pounds; occasionally moves more than 100 pounds with assistance.
• Exposure to moving mechanical parts, pet hair, and moderate noise; occasional high noise levels and live animals exposure.

Do What You Love

Join us to make a meaningful impact daily—helping customers, celebrating pets, and creating moments that matter. We cherish diversity and the unique perspectives of our 50,000 associates, united by a passion for pets.

We’re excited to hear your story and learn more about you! Apply Now!

This summary describes the general nature of the role. Exact pay will depend on experience, skills, and location. PetSmart is an equal opportunity employer and offers benefits as detailed at https://benefits.petsmart.com/us/. Applicants must be over 18 (except where law states otherwise). For certain locations, fair chance laws apply.