Retail Experience Lead: Customer Service & Team Growth

PetSmart; Walled Lake (MI); On-site; USD 2,066,000 - 2,755,000; Full time

Benefits offered by this job

Health & Wellness Benefits

401k with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

Career pathing

Development opportunities

Paid Weekly

Job summary

PetSmart in Michigan is seeking a Retail Customer Service Lead (Key Holder) to oversee daily store operations, mentor associates, drive customer service excellence, and support sales through engaging with pet parents.

The role requires 2+ years of retail experience, full-time availability including evenings/ weekends, and proficiency with POS systems; PetSmart offers benefits and growth opportunities.

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 the various 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.
• Address and administer associate complaints and grievances.
• Recognizes and celebrates associates driving overall associate engagement.
• Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and responding to pet parent concerns.

Skills

Leadership

Customer service

Communication

Stress management

Organizational skills

Teamwork

Tools

POS systems

Retail software

Job description

PetSmart in Michigan is seeking a Retail Customer Service Lead (Key Holder) to oversee daily store operations, mentor associates, drive customer service excellence, and support sales through engaging with pet parents.

The role requires 2+ years of retail experience, full-time availability including evenings/ weekends, and proficiency with POS systems; PetSmart offers benefits and growth opportunities.