Retail Customer Service Lead

Retail Customer Service Supervisor (Key Holder)

At Pet Smart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed. This posting reflects an existing vacancy.

• 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

Pet Smart’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 pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. It has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:

• Facilitates the associate experience and supports associate development. This includes but is not limited to training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate performance reviews, disciplinary action, and promotions.
• Validates completion of assigned operational messages and engagement video compliance.
• Supports the various 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 associate engagement.

• 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 with monthly live cycle counts, addressing discrepancies.
• Recommends, informs, 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.
• Backs up to operate point‑of‑sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies.
• Maintains store standards and leads a culture of empowerment by ensuring compliance to policies and procedures (P&Ps) and code of ethics.
• Ensures a safe environment for associates, pets, and pet parents.
• Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; transport to the vet as needed.
• Maintains sales floor, pet training, adoption center, breakroom and restroom cleanliness standards.
• Shares responsibility with store opening and closing procedures to uphold the brand promise.
• Assists and works in other departments as required. Other duties may be assigned.
• Follows all company policies and procedures.

• 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.

• No direct reports, however, is expected to guide and support the development of other associates.
• Provides feedback on associate performance to direct supervisor.
• Acts as the Leader when other Leaders are not in the store. This includes supervising associates, assigning tasks and addressing any concerns.

• Requires standing, walking, climbing a ladder, and using hands to handle, feel, hold,…