Retail Customer Service Supervisor

PetSmart; Town of Webster (NY); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in pet care is seeking a Retail Customer Service Supervisor to enhance the customer experience and lead a dedicated team. This role is pivotal in ensuring exceptional service while managing store operations, promoting a positive environment for both pets and their owners. With a focus on associate development and customer satisfaction, this position offers a chance to make a meaningful impact in a vibrant workplace. Join a passionate team that values diversity and is committed to providing the best care for pets and their owners. Apply now to be part of something special!

Benefits

Health Benefits: Medical, Dental, Vision

401k

Tuition Assistance

Paid Time Off

Associate Discounts

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 through training and mentoring.
• Ensures positive pet parent experiences in person and online.
• Supports store operations and maintains safety standards.

Skills

Customer Service

Leadership

Communication

Organizational Skills

Problem Solving

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 involves oversight of safety, store cleanliness, merchandising, and associate engagement.

Essential Responsibilities

Responsibilities include, but are not limited to:

People Leadership:

• Facilitates the associate experience and supports development through training, onboarding, mentoring, and coaching.
• Supports operational messaging and engagement video compliance.
• Supports various services when the Experience Leader is unavailable.
• Delegates and validates daily tasks.
• Leads and directs associates as the acting Leader on Duty.
• Addresses associate complaints and recognizes engagement.

Brand Integrity and Overall Store Experience:

• Ensures positive pet parent experiences in person, online, and via phone.
• Coordinates store events, marketing, and pet adoptions.
• Supports store operations including inventory counts, merchandise sales, and online order pickups.
• Backs up POS operations and maintains store standards.
• Ensures safety and cleanliness standards are met.
• Participates in opening and closing procedures.
• Assists in other departments as needed.

Qualifications:

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

Supervisory Responsibility:

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

Physical Demands and Work Environment:

• Requires standing, walking, climbing, and handling objects.
• Must lift up to 50 pounds frequently, more with team assistance.
• Exposure to animals, pet hair, and moderate noise levels.

Join Us

Make a meaningful impact every day by helping customers and their pets. We value diversity and the passion for pets shared by our 50,000 associates. We look forward to learning your story. Apply Now!

This description summarizes the general work level and responsibilities. The actual job may include additional duties. Compensation depends on experience, training, skills, and location. PetSmart is an equal opportunity employer. Applicants must be over 18, with some locations considering criminal records in accordance with law.