Retail Customer Service Lead

PetSmart; Poplar Bluff (MO); On-site; USD 20,664 - 27,552; Full time

Benefits offered by this job

Paid weekly

Health & Wellness Benefits

401k Plan with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Job summary

PetSmart is seeking an Experience Lead (Retail Customer Service Supervisor) in Poplar Bluff, Missouri. This role focuses on providing exceptional service to pet parents while upholding the company’s vision and promoting associate engagement.

Responsibilities include managing customer interactions, facilitating associate development, and ensuring store standards. The ideal candidate should have over 2 years of retail experience, strong communication skills, and the flexibility to work various shifts.

Qualifications

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

Responsibilities

• Facilitates the associate experience and supports associate development.
• Responsible for pet parent experience and outcomes.
• Promotes and coordinates store events.
• Manages live pet sales and pet adoptions.
• Ensures a safe environment for associates, pets, and pet parents.

Skills

Retail experience

Leadership

Customer service

Communication skills

Organizational skills

Job description

Benefits

• Paid weekly
• Health & Wellness Benefits
• 401k Plan with company match
• Paid Time off for full-time associates
• Associate discounts
• Tuition Assistance
• 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 through loyalty and promotions, manage pet parent interactions throughout the store, and achieve targeted results. The supervisor shares responsibility for ensuring 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 through training, onboarding, mentoring, and coaching.
• Validates completion of assigned operational messages and engagement video compliance.
• Supports various Services businesses as needed when the Experience Leader is unavailable.
• Delegates and validates completion of daily tasks.
• Leads and directs associates when acting as the Leader on Duty.
• Addresses and administers associate complaints and grievances.
• Recognizes and celebrates associates who drive overall engagement.

Brand Integrity and Overall Store Experience

• Responsible for pet parent experience and outcomes conducted over the telephone, in person, or online, and responds to pet parent concerns.
• Promotes and coordinates store events and marketing for adoptions, vet partnerships, and shot clinics.
• Manages live pet sales and pet adoptions.
• Supports monthly live cycle counts and addresses discrepancies.
• Recommends, informs, and sells merchandise and services, and promotes pet parent-facing initiatives.
• Prepares online orders for pick-up in store and ensures a smooth, positive pick-up experience.
• Backs up point-of-sale (POS) operations and handles cash transactions, ensuring accuracy and compliance with company policies.
• Maintains store standards and fosters a culture of empowerment by ensuring compliance with policies and procedures (P&Ps) and the code of ethics.
• Ensures a safe environment for associates, pets, and pet parents.
• Takes immediate action and reports when a sick or injured pet is identified, transporting to the vet as needed.
• Maintains cleanliness standards on the sales floor, pet training area, adoption center, breakroom, and restroom.
• Shares responsibility with store opening and closing procedures to uphold brand promise.
• Assists and works in other departments as required; other duties may be assigned.
• Follows all company policies and procedures.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required, with flexibility to work evenings, weekends, and holidays as needed.
• Proficiency in computer applications.
• Strong written and verbal communication skills.
• Ability to react under pressure and maintain composure.
• Strong organizational skills and attention to detail.

Supervisory Responsibility

• No direct reports, but expected to guide and support the development of other associates.
• Provides feedback on associate performance to direct supervisor.
• Acts as the Leader when other Leaders are not in the store, supervising associates, assigning tasks, and addressing concerns.

Essential Physical Demands And Work Environment

• Requires standing, walking, climbing a ladder, and using hands to handle, feel, hold, write, etc.; frequent reaching with hands and arms (stoop, kneel, crouch); ability to talk and hear; vision depth perception required.
• Must frequently lift and/or move up to 50 pounds and occasionally move more than 100 pounds; vision depth perception required.
• Exposed to moving mechanical parts, wet environment with pet hair; moderate noise level; occasional high noise; exposure to live animals common.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal Opportunity Employment

PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Reasonable accommodations are offered throughout the application process, upon request and as required by law.

Legal and Compensation Information

This job summary describes the general nature and level of work for this position. It is not intended to include all duties and responsibilities. Exact rate of pay will be based on relevant experience, training, skills, or knowledge and store location. The position is paid on a per hour basis and is not paid less than the local minimum wage. The position is also eligible for benefits as described at https://benefits.petsmart.com/us/.

Application Eligibility

Applicants must be over the age of 18 (except where required by local or state law). For applicants in Waterloo, San Francisco, or Los Angeles, the Fair Chance Ordinance and Local Fair Chance Initiative for Hiring will be considered in hiring decisions for qualified applicants with arrest and conviction records, consistent with the law.