Retail Customer Service Lead

PetSmart; Washington (Washington County); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health benefits: medical, dental, vision

401k

Tuition assistance

Paid time off

Career pathing

Associate discounts

Paid time off

Career pathing

Development opportunities

Job summary

A leading pet care company is seeking an experienced Retail Customer Service Supervisor to enhance the pet parent experience. This role involves overseeing associate development, managing pet parent interactions, and ensuring operational excellence in store. Candidates should have retail experience and strong leadership skills. Full-time availability is required, with opportunities for growth and benefits offered.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Strong written and verbal communication skills.
• 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

• Facilitate associate experience and support development.
• Manage pet parent interactions and store events.
• Ensure compliance with company policies and operational standards.

Skills

Customer service

Leadership

Communication

Organizational skills

Proficiency with computers

Tools

POS systems

Job description

Job title

Retail Customer Service Supervisor (Key Holder) - PetSmart

Overview

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. This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.

Benefits

• 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

Responsibilities

• People Leadership: Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, coaching for growth, feedback into performance reviews, disciplinary actions, and promotions. Validates completion of operational messages and engagement video compliance. Supports Services businesses when the Experience Leader is not available. 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 driving overall engagement.
• Brand Integrity and Store Experience: Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and responding to pet parent concerns. Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics. Responsible for live pet sales and pet adoptions. Supports monthly live cycle counts and addresses discrepancies. Recommends 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. Backup to operate POS systems and handle cash transactions. Maintains store standards and leads a culture of empowerment by ensuring compliance with policies and code of ethics. Ensures a safe environment for associates, pets, and pet parents. Takes immediate action if a sick/injured pet is identified; transports to the vet as needed. Maintains cleanliness of sales floor, adoption center, breakroom and restrooms. Assists with opening and closing procedures and may work in other departments as required.
• Operational Excellence: Follows all company policies and procedures.

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability; flexibility in schedule; able 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 guidance and support to other associates is expected. Provides feedback on associate performance to the direct supervisor. Acts as the Leader when other Leaders are not in the store, including supervising associates, assigning tasks and addressing concerns.

Physical Demands and Work Environment

• Stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.
• Shift may require lifting up to 50 pounds; team lifts may be needed for heavier loads.
• Occasional exposure to moving mechanical parts, pet hair, and a moderate noise level; exposure to live animals is common.

Legal and general information

PetSmart is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national or ethnic origin, disability, or any other characteristic protected by law. Applicants must be over the age of 18 (except where required by local or state law). This position is eligible for benefits as described at https://benefits.petsmart.com/us/.

For applicants in Waterloo, San Francisco, or Los Angeles: we will consider qualified applicants with arrest and conviction records in a manner consistent with the law.