Retail Customer Service Supervisor

Retail Customer Service Supervisor (Key Holder)

Pet Smart does Anything for Pets – JOIN OUR TEAM!

• Paid Weekly
• Health & Wellness Benefits
• 401(k) 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 while upholding the company’s vision, mission, values, and strategy. The role drives pet parent experience through loyalty programs, promotions, and engagement throughout the store, achieving targeted results. Responsibilities include oversight of safety for people and pets, store cleanliness, merchandising, and associate engagement.

• Facilitate the associate experience and support associate development, including training, onboarding, mentoring, and coaching.
• Validate completion of assigned operational messages and engagement video compliance.
• Support the various Service businesses as needed when the Experience Lead 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 overall engagement.

• Manage pet parent experience and outcomes in person, on the phone, or online.
• Promote and coordinate store events and marketing for adoptions, vet partnerships, and shot clinics.
• Handle live pet sales and adoptions.
• Support monthly live cycle counts and address discrepancies.
• Recommend, inform, and sell merchandise and services; promote pet parent–facing initiatives.
• Prepare online orders for pick‑up and ensure a smooth experience.
• Back up to operate POS systems and handle cash transactions, ensuring accuracy and compliance.
• Maintain store standards and lead a culture of empowerment, ensuring compliance with policies and code of ethics.
• Ensure a safe environment for associates, pets, and pet parents.
• Act immediately and report when a sick/injured pet is identified; arrange transport to the vet as needed.
• Maintain cleanliness of sales floor, pet training area, adoption center, breakroom, and restrooms.
• Participate in opening and closing procedures, ensuring brand promise fulfillment.
• Assist and work in other departments as required; other duties may be assigned.
• Follow all company policies and procedures.

• 2+ years of retail experience in a customer‑focused environment.
• Leadership experience preferred.
• Full‑time availability required, with flexibility for 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 but expected to guide and support the development of other associates.
• Provide feedback on associate performance to the direct supervisor.
• Act as Leader when other Leaders are not in the store, supervising associates, assigning tasks, and addressing concerns.

• Stand, walk, climb a ladder, and use hands to handle, feel, hold, write, etc.; reach with hands and arms, stoop, kneel, crouch, talk, and hear. Vision: depth perception required.
• Frequently lift and/or move up to 50 lbs and occasionally team lift more than 100 lbs. Vision: depth perception required.
• Possibly exposed to moving mechanical parts; wet environment with abundant pet hair. Noise level moderate; occasional high levels. Exposure to live animals common.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Join us for a chance to make a meaningful impact every day – whether it’s helping a customer choose their first fish, celebrating a pet’s birthday, or seeing the smile on a pet parent’s face after a fresh groom. At Pet Smart, we cherish diversity and the unique perspectives of our 50,000 associates, all united by a passion for pets.

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