Retail Customer Service Supervisor

PetSmart; Los Angeles (CA); On-site; USD 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a Retail Customer Service Supervisor to enhance the pet parent experience. In this dynamic role, you will lead a team to ensure exceptional service, oversee store operations, and drive engagement through training and support. Your leadership will help create a positive environment for both customers and associates. Join a passionate team dedicated to making a difference in the lives of pets and their owners, while enjoying benefits like health coverage, tuition assistance, and career development opportunities.

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 setting.
• Strong communication and organizational skills are essential.

Responsibilities

• Oversee store cleanliness and safety while managing associate engagement.
• Facilitate training and development for associates.

Skills

Customer Service

Leadership

Communication Skills

Organizational Skills

Problem Solving

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Computer Applications

Job description

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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 the pet parent experience strategies through loyalty, promotions, and interaction throughout the store while achieving targeted results. Responsibilities include overseeing safety, store cleanliness, merchandising, and associate engagement.

Essential Responsibilities

Responsibilities include, but are not limited to:

People Leadership:

• Facilitates associate experience and supports development through training, onboarding, mentoring, coaching, performance reviews, disciplinary actions, and promotions.
• Validates completion of operational messages and engagement videos.
• Supports various services when the Experience Leader is unavailable.
• Delegates and verifies completion of daily tasks.
• Leads and directs associates as acting Leader on Duty.
• Addresses and manages associate complaints and grievances.
• Recognizes and celebrates associates to boost engagement.

Brand Integrity and Store Experience:

• Ensures positive pet parent experience in person, online, or via phone, and responds to concerns.
• Coordinates store events, marketing, adoptions, vet partnerships, and clinics.
• Handles live pet sales and adoptions.
• Supports inventory counts and addresses discrepancies.
• Recommends and promotes merchandise and pet parent initiatives.
• Prepares online orders for pickup, ensuring a smooth experience.
• Backs up POS operations and cash handling, ensuring accuracy and compliance.
• Maintains store standards, ensures compliance with policies, and promotes a safe environment for all.
• Acts promptly on sick/injured pets and arranges vet transport as needed.
• Maintains cleanliness of sales floor, training, adoption center, and break areas.
• Participates in opening and closing procedures.
• Supports other departments as needed.
• Follows all company policies and procedures.

Qualifications

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

Supervisory Responsibility

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

Physical Demands and Work Environment

• Requires standing, walking, climbing, handling objects, and visual acuity.
• Must lift/move up to 50 pounds regularly, more with team lifts.
• Exposure to moving parts, pet hair, and moderate noise; handling live animals is common.

Join Us

Make a meaningful impact daily—help customers, celebrate pets, and create memorable moments. We value diversity and the passion for pets that unites our 50,000 associates. Apply now to join our team and help us do Anything for Pets and the people who love them.