Retail Customer Service Supervisor

PetSmart; Sterling (VA); 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. This role involves leading a team, ensuring store standards, and driving customer engagement through exceptional service. With a focus on associate development and operational excellence, you will play a crucial role in creating a welcoming environment for pets and their owners. Join a company that values its people and pets, offering benefits like health care, 401k, and career development opportunities. Make a meaningful impact every day and help shape the future of pet care!

Benefits

Health benefits: medical, dental, vision

401k

Tuition assistance

Associate discounts and perks

Paid time off for full-time associates

Career pathing

Development opportunities

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred; flexibility to work various hours.

Responsibilities

• Facilitates associate development and supports training and onboarding.
• Ensures positive pet parent interactions and manages store events.

Skills

Customer Service

Leadership

Communication

Organizational Skills

Problem Solving

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

POS Systems

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 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 full-time 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, 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, and performance feedback.
• Validates completion of operational messages and engagement videos.
• Supports various services when the Experience Leader is unavailable.
• Delegates and validates daily tasks, leads as the Leader on Duty, addresses grievances, and recognizes associates.

Brand Integrity and Store Experience:

• Ensures positive pet parent interactions and outcomes, manages store events, and promotes merchandise and services.
• Prepares online orders, operates POS systems, maintains store standards, and ensures safety and cleanliness.
• Shares responsibility for opening and closing procedures and supports other departments as needed.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability, flexibility to work evenings, weekends, and holidays.
• Proficiency in computer applications, strong communication, organizational skills, and ability to react under pressure.

Supervisory Responsibility

• No direct reports but supports development of other associates and acts as the Leader when others are absent.

Physical Demands and Work Environment

• Requires standing, walking, climbing, handling, reaching, stooping, kneeling, and lifting up to 50 pounds frequently, and more than 100 pounds with assistance.
• Exposed to moving mechanical parts, pet hair, moderate noise, and live animals. Reasonable accommodations may be provided.

Join Us

Make a meaningful impact every day by helping customers and their pets. We value diversity and are passionate about pets. Apply now to become part of our team!