Retail Customer Service Supervisor

PetSmart Charities; Massachusetts; On-site; USD 40,000 - 60,000; Full time

Job summary

PetSmart Charities recherche un Superviseur de Service Client Retail pour offrir un service exceptionnel aux clients tout en soutenant le développement des associés. Ce rôle comprend des responsabilités en matière de gestion d'équipe, de satisfaction client et de maintien des normes de magasin. Rejoignez une entreprise passionnée par les animaux et faites la différence chaque jour.

Benefits

Avantages médicaux, dentaires et visuels

Assistance à la formation

Réductions pour les associés

Congés payés pour les associés à temps plein

Opportunités de développement

Qualifications

• Au moins 2 ans d'expérience en vente au détail dans un environnement axé sur le client.
• Disponibilité à temps plein, horaire flexible incluant soirées, week-ends et jours fériés.

Responsibilities

• Fournir un service exceptionnel aux clients tout en respectant la vision et les valeurs de l'entreprise.
• Superviser et soutenir le développement des associés, y compris la formation et le mentorat.

Skills

Communication

Organisation

Leadership

Gestion du stress

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 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 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 and 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, coaching, performance reviews, disciplinary actions, and promotions.
• Validates completion of operational messages and engagement video compliance.
• Supports various services 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

• Responsible for pet parent experience and outcomes, responding to concerns in person, over the phone, or online.
• Coordinates store events and marketing for adoptions, vet partnerships, and shot clinics.
• Responsible for live pet sales and pet adoptions.
• Supports inventory counts and addresses discrepancies.
• Recommends, informs, and sells merchandise and services, promoting pet parent initiatives.
• 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 and fosters a culture of empowerment, compliance, and ethics.
• Ensures a safe environment for staff, pets, and customers, including responding to sick or injured pets.
• Maintains cleanliness of sales floor, training, adoption center, and break areas.
• Participates in opening and closing procedures.
• Assists in other departments as needed.
• Follows all company policies and procedures.

Qualifications

• At least 2 years of 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 feedback on performance to supervisor.
• Acts as Leader in the absence of other Leaders, supervising staff and delegating tasks.

Physical Demands and Work Environment

• Requires standing, walking, climbing, and manual handling, often lifting up to 50 pounds, occasionally more with assistance.
• Exposure to moving mechanical parts, wet environments, pet hair, and moderate to high noise levels.
• Frequent interaction with live animals.

Join us and make a difference every day!

Whether helping a customer select their first fish, celebrating a pet’s birthday, or seeing a smile after a groom—your work creates moments that matter. We value diversity and the unique perspectives of our 50,000 associates, united by a passion for pets.

We look forward to hearing your story and learning more about you. Apply now!