Retail Customer Service Lead

Join to apply for the Retail Customer Service Supervisor role at Pet Smart

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Join to apply for the Retail Customer Service Supervisor role at Pet Smart

Pet Smart does Anything for Pets and Everything for You - JOIN OUR TEAM!

Retail Customer Service Supervisor (Key Holder)

About Life At Pet Smart

At Pet Smart, we’re more than just a company obsessed with pets; we’re obsessed with our people too. Our values are rooted in unconditional love—a lesson we learn from our pets—and staying united together. We believe when our associates are happy and healthy, they can provide the best possible care for our furry, scaled, and feathery friends while enjoying a work experience that celebrates them as their authentic selves.

Benefits That Benefit You

• 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

Job Summary

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, promotions, and interaction, while achieving targeted results. It also involves oversight of safety, store cleanliness, merchandising, and associate engagement.

Essential Responsibilities

Responsibilities include, but are not limited to:

• Supports associate development through training, onboarding, mentoring, coaching, and performance feedback.
• Ensures completion of operational messages and engagement videos.
• Supports services when the Experience Leader is unavailable.
• Delegates daily tasks and leads as the Leader on Duty.
• Addresses associate complaints and recognizes engagement.

• Ensures positive pet parent interactions and outcomes.
• Coordinates store events, marketing, and pet adoptions.
• Supports with inventory counts, merchandise sales, and online order pickups.
• Operates POS systems and handles cash transactions accurately.
• Maintains store standards, safety, and cleanliness.
• Participates in opening and closing procedures.
• Assists in other departments as needed.

• 2+ years retail experience in a customer-focused environment.
• Leadership experience preferred.
• Full-time availability, flexible schedule including evenings, weekends, holidays.
• Proficiency in computer applications.
• Strong communication skills.
• Ability to react under pressure and stay organized.

• No direct reports but supports and guides associates.
• Provides performance feedback to supervisor.
• Acts as the Leader in absence of other Leaders.

• Requires standing, walking, climbing, and handling objects up to 50 pounds regularly.
• Exposed to pet hair, movement, and noise; handles live animals.

Join us and make a meaningful impact every day! Whether helping a customer choose a fish or celebrating a pet’s birthday, you’ll create moments that matter. We cherish diversity and the passion for pets among our 50,000 associates. Apply now!