Retail Experience Lead — Customer Service & Team Coach

PetSmart; Dalton (GA); On-site; USD 17,000 - 22,000; Full time

Benefits offered by this job

Health & Wellness Benefits

401k Plan with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Paid Weekly

Job summary

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service and upholds 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.

The position includes overseeing safety, store cleanliness, merchandising, and associate engagement, with opportunities to lead when Leaders are not present and 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

• Facilitates the associate experience and supports associate development.
• Validates completion of assigned operational messages and engagement video compliance.
• Supports Services businesses as needed when the Experience Leader is not available
• Delegate and validate 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.
• Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics.
• Responsible for live pet sales and pet adoptions.
• Backups to operate POS systems and handle cash transactions.

Skills

Retail experience

Leadership experience

Full-time availability

Computer proficiency

Written and verbal communication

Composure under pressure

Organization and attention to detail

Job description

PetSmart’s Experience Lead (Retail Customer Service Lead) provides exceptional pet parent service and upholds 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.

The position includes overseeing safety, store cleanliness, merchandising, and associate engagement, with opportunities to lead when Leaders are not present and to