Retail Customer Service Supervisor

Retail Customer Service Supervisor

Pet Smart does Anything for Pets –
JOIN OUR TEAM!

Job Summary
Pet Smart’s Experience Lead (Retail Customer Service Supervisor) provides 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, ensuring targeted results. It also shares responsibility for safety, cleanliness, merchandising, and associate engagement.

People Leadership

• Facilitate associate experience and support development through training, onboarding, mentoring, and coaching.
• Validate completion of operational messages and engagement video compliance.
• Support Services businesses when the Experience Leader is unavailable.
• Delegate and validate completion of daily tasks.
• Lead and direct associates when acting as Leader on Duty.
• Address and administer associate complaints and grievances.
• Recognize and celebrate associates driving engagement.

Brand Integrity and Overall Store Experience

• Ensure pet parent experience and outcomes via phone, in‑person, or online interactions.
• Promote and coordinate store events and marketing for adoptions, vet partnerships, and shot clinics.
• Manage live pet sales and adoptions.
• Assist with monthly live cycle counts and address discrepancies.
• Recommend merchandise and services, promoting pet‑parent initiatives.
• Prepare online orders for pick‑up and ensure a positive experience.
• Operate POS systems, handle cash, and maintain compliance.
• Maintain store standards, enforce policies, and uphold the code of ethics.
• Ensure a safe environment for associates, pets, and pet parents.
• Act promptly for sick/injured pets, arranging transport to the vet.
• Maintain cleanliness of sales floor, pet training, adoption center, breakroom, and restroom.
• Support store opening and closing procedures.
• Assist in other departments as needed.
• Follow all company policies and procedures.

• 2+ years of retail experience in a customer‑focused environment.
• Leadership experience preferred.
• Full‑time availability with flexibility; able to work 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.

• Guides and supports associate development without direct reports.
• Provides performance feedback to the direct supervisor.
• Acts as Leader when other Leaders are absent, supervising tasks and addressing concerns.

• Stand, walk, climb a ladder, and use hands for handling, writing, etc.; routinely reach with hands and arms, stoop, kneel, and crouch.
• Frequent lifting/moving up to 50 lbs; occasional team lifts over 100 lbs.
• Exposure to moving mechanical parts, wet environment with pet hair, moderate noise, and live animals.
• Reasonable accommodations may be made for disabilities.

Join us for a chance to create meaningful impact every day. Help customers choose their first fish, celebrate pet birthdays, or witness the joy on a pet parent’s face after a fresh groom – moments that matter.

We’re delighted you’re interested in joining our pack and helping with our commitment to doing Anything for Pets for the people who love them. We’re excited to hear your story and learn more about you!
Apply Now!

Pet Smart is an Equal Opportunity Employer
Pet Smart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We offer reasonable accommodations to applicants with disabilities throughout our application process, upon request and as required by law.
Applicants must be over the age of 18 (except in Montana or where otherwise required by state law). Pursuant to the Waterloo, San Francisco, and Los Angeles Fair Chance Ordinances, we will consider qualified applicants with arrest and conviction records in a manner consistent with the law.