Retail Customer Service Supervisor

PetSmart; Spokane (WA); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Retail Customer Service Supervisor to enhance the pet parent experience while leading a team of associates. This role involves facilitating training, managing store operations, and ensuring compliance with company standards. Candidates should possess strong leadership and communication skills, along with a passion for pets. Join a vibrant team dedicated to making a meaningful impact in the lives of pet parents and their furry friends. If you're ready to take the next step in your retail career, this opportunity is perfect for you!

Benefits

Health benefits: medical, dental, vision

401k

Tuition assistance

Associate discounts and perks

Paid time off

Career pathing

Development opportunities

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Strong leadership and communication skills are essential.

Responsibilities

• Facilitates associate experience and supports development.
• Ensures excellent pet parent experience and handles concerns.

Skills

Customer Service

Leadership

Communication

Organizational Skills

Problem Solving

Education

High School Diploma

Retail Management Experience

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 and promotions, and pet parent interaction throughout the store while achieving targeted results. It also shares responsibility for safety, store cleanliness, merchandising, and associate engagement.

Essential Responsibilities

Responsibilities include, but are not limited to:

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 videos.
• Supports Services businesses when the Experience Leader is unavailable.
• Delegates and validates daily tasks.
• Leads and directs associates as the Leader on Duty.
• Addresses and resolves associate complaints and grievances.
• Recognizes and celebrates associates to boost engagement.

Brand Integrity and Store Experience:

• Ensures excellent pet parent experience and handles concerns in person, over the phone, or online.
• Coordinates store events and marketing initiatives like Adoptions, Vet partnerships, and Shot Clinics.
• Manages live pet sales and adoptions.
• Supports inventory counts and addresses discrepancies.
• Recommends and promotes merchandise, services, and pet parent initiatives.
• Prepares online orders for pickup and ensures a smooth experience.
• Backs up POS operations and cash handling, ensuring accuracy and compliance.
• Maintains store standards, compliance, and a safe environment for all.
• Acts promptly on pet health concerns, including transporting sick or injured pets.
• Ensures cleanliness of the sales floor, training, adoption center, breakroom, and restrooms.
• Participates in store 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 with flexibility for 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 the supervisor.
• Acts as the Leader in the absence of other Leaders, supervising associates and managing tasks.

Physical Demands and Work Environment:

• Requires standing, walking, climbing, and manual handling.
• Frequent lifting up to 50 pounds; occasional team lifting over 100 pounds.
• Exposure to pet hair, live animals, and moderate noise levels.

Join Us

Make a meaningful impact daily—help customers with their pets, celebrate milestones, and create moments that matter. We value diversity and the unique perspectives of our 50,000 associates, united by a passion for pets.

Interested in joining our team? We look forward to hearing your story and learning more about you! Apply Now!