Retail Customer Service Supervisor

Retail Customer Service Supervisor (Key Holder)

Join Pet Smart as a Retail Customer Service Supervisor to provide exceptional pet parent service while upholding the company's vision, mission, values, and strategy. This role drives pet parent experience strategies through loyalty and promotions, ensures safety of people and pets, maintains store cleanliness, merchandising, and associate engagement.

• 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 is expected to drive the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. The supervisor shares responsibility for the oversight of safety, store cleanliness, merchandising, and associate engagement.

• Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, coaching, and performance feedback.
• Validates completion of assigned operational messages and engagement video compliance.
• Supports the various Services businesses as needed 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 engagement.

• Responsible for pet parent experience and outcomes conducted over the telephone, in person, or online.
• Promotes and coordinates store events and marketing for adoptions, vet partnerships, and shot clinics.
• Responsible for live pet sales and pet adoptions.
• Supports monthly live cycle counts and addresses 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 positive, smooth 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 with policies, procedures, and code of ethics.
• Ensures a safe environment for associates, pets, and pet parents.
• Responds to sick or injured pets by taking immediate action and reporting as needed.
• Maintains sales floor, pet training, adoption center, breakroom, and restroom cleanliness standards.
• Shared responsibility with store opening and closing procedures to uphold brand promise.
• Assists 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, including evenings, weekends, and holidays.
• 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, but expected to guide and support development of other associates.
• Provides feedback on associate performance to direct supervisor.
• Acts as the Leader when other Leaders are not in the store, supervising associates, assigning tasks, and addressing concerns.

• Requires standing, walking, climbing a ladder, and using hands to handle, hold, write, etc. Frequent reaching, stooping, kneeling, crouching, talking, and hearing required.
• Frequent lifting of up to 50 pounds and occasional team lifts of over 100 pounds.
• Exposure to moving mechanical parts, wet environment with pet hair, moderate to high noise levels, and live animals.
• Reasonable accommodations are available for qualified individuals with disabilities.