Retail Experience Lead - Customer Service & Team Champion

PetSmart; Atlanta (GA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid Weekly

Health & Wellness Benefits

401k Plan with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role drives customer experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results.

The position has shared responsibility for the safety of people and pets, store cleanliness, merchandising and associate engagement, with opportunities to

Qualifications

• 2+ years of retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability required, 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.

Responsibilities

• Facilitate the associate experience and support development through training, onboarding, mentoring, and coaching.
• Lead as Leader on Duty when required; delegate tasks and supervise daily operations.
• Support Services businesses as needed when Experience Leader is unavailable.
• Promote store events, ads, and promotions; ensure a positive pet parent experience.
• Back up to operate POS systems and handle cash with accuracy and policy compliance.
• Ensure store cleanliness, safety, and adherence to policies.

Skills

Leadership experience

Communication skills

Computer proficiency

Poise under pressure

Organizational skills

Flexible schedule

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service to Pet Parents while upholding the company’s vision, mission, values, and strategy. This role drives customer experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results.

The position has shared responsibility for the safety of people and pets, store cleanliness, merchandising and associate engagement, with opportunities to