Retail Customer Service Supervisor

PetSmart; Village of Victor (NY); 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 emphasizes leadership and customer service, ensuring associates are well-supported while maintaining store standards. You'll be at the forefront of creating memorable moments for pet parents and their furry friends, driving engagement through various initiatives. If you're passionate about pets and people, and ready to take on a leadership role in a dynamic environment, this opportunity is perfect for you!

Benefits

Health benefits: medical, dental, vision

401k

Tuition assistance

Paid time off

Associate discounts

Career pathing

Development opportunities

Paid weekly

Full time hours

Qualifications

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

Responsibilities

• Facilitates associate development and training.
• Ensures positive pet parent experience both in-store and online.

Skills

Customer Service

Leadership

Communication Skills

Organizational Skills

Education

High School Diploma

Retail Management Training

Tools

Computer Applications

Job description

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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 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 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 when acting as the Leader on Duty.
• Addresses and administers associate complaints and grievances.
• Recognizes and celebrates associates to drive engagement.

Brand Integrity and Overall Store Experience

• Ensures positive pet parent experience both in-store and online, addressing concerns promptly.
• Coordinates store events and marketing efforts for adoptions, vet partnerships, and shot clinics.
• Responsible for live pet sales and adoptions.
• Supports inventory accuracy through monthly cycle counts.
• Recommends and promotes merchandise, services, and pet parent initiatives.
• Prepares online orders for pickup, ensuring a smooth experience.
• Backs up POS operations and cash handling, ensuring accuracy and compliance.
• Maintains store standards, ensuring compliance with policies and a safe environment for all.
• Acts promptly on sick or injured pets, including transport to vet as needed.
• Ensures cleanliness of sales floor, pet training, adoption center, breakroom, and restrooms.
• Participates in opening and closing procedures to uphold brand standards.
• 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, both written and verbal.
• 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' development.
• Provides performance feedback to supervisor.
• Acts as the Leader when others are unavailable, supervising associates and assigning tasks.

Physical Demands and Work Environment

• Requires standing, walking, climbing ladders, and handling objects. Vision abilities include depth perception.
• Must frequently lift/move up to 50 pounds; team lifts over 100 pounds occasionally.
• Exposure to mechanical parts, pet hair, and live animals; moderate to high noise levels.

Do What You Love

Join us to make a meaningful impact daily—helping customers, celebrating pets, and creating moments that matter. We cherish diversity and the passion of our 50,000 associates. Apply now to join our team committed to doing Anything for Pets and the people who love them.