Retail Customer Service Supervisor

Retail Customer Service Supervisor (Key Holder)

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

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—an 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.

• Paid weekly
• Full time hours
• Health benefits:
  
  medical, dental, vision
• 401k
• Tuition assistance
• Associate discounts and perks
• Paid time off for full‑time associates
• 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 safety, cleanliness, merchandising, and associate engagement.

• Facilitates the associate experience and supports associate development, including training, onboarding, mentoring, and coaching for growth, and providing feedback into performance reviews, disciplinary action, and promotions.
• 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 the team when acting as Leader on Duty.
• Address and administer 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, 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 POS systems and handle cash transactions, ensuring accuracy and compliance.
• Maintains store standards and leads a culture of empowerment by ensuring compliance with policies and procedures (P&Ps) and code of ethics.
• Ensures a safe environment for associates, pets, and customers.
• Responds promptly to sickness or injury of a pet, including transporting to a vet as needed.
• Maintains cleanliness standards for sales floor, training, adoption center, breakroom, and restrooms.
• Involved in opening and closing procedures to uphold 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 to work evenings, weekends, and holidays.
• Proficiency with 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; expected to guide and support development of other associates.
• Provides feedback on associate performance to direct supervisor.
• Acts as Leader when other leaders are not in the store, supervising associates, assigning tasks, and addressing concerns.

• Must stand, walk, climb a ladder, and use hands to handle, feel, hold, write. Frequently required to reach with hands and arms: stoop, kneel, crouch, talk, and hear. Requires depth perception.
• Must frequently lift or move up to 50 pounds and…