Retail Customer Service Supervisor Job Richmond area,BC Canada,Retail

Pet Smart does Anything for Pets – JOIN OUR TEAM!

Retail Customer Service Supervisor (Key Holder)

About Life at Pet Smart

At Pet Smart, Anything for Pets begins with our people. Every associate plays a vital role in creating meaningful experiences for pets and their families, and we empower our teams with the tools, resources, and opportunities to grow and succeed. This posting reflects an existing vacancy, and we are actively seeking candidates for this role.

Benefits that benefit you

Take care of yourself and your family members—whether they be two-legged or four, have feathers, fur, or fins. Enjoy true rewards (plus lots of warm, fuzzy feelings)! Check out some of our AWEsome offerings:

Paid Weekly

Health & Wellness Benefits*

Group Registered Retirement Plan (RRSP) with company match

Paid Time off for full-time associates

Associate discounts

Tuition Assistance

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 is expected to drive the pet parent experience strategies through loyalty and promotions, and pet parent interaction throughout the store while achieving targeted results. This role has shared responsibility for the oversight of the safety of people and pets and store cleanliness, merchandising and associate engagement.

Essential responsibilities

Job responsibilities include, but are not limited to, the following and may vary depending on store characteristics and needs:

People Leadership:

Facilitates the associate experience and supports associate development. This includes but is not limited to training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate 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

Delegate and validate completion of daily tasks.

Leads and directs associates when acting as the Leader on Duty

Address and administer associate complaints and grievances.

Recognizes and celebrates associates driving overall associate engagement.

Brand Integrity and Overall Store

Experience:

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, 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 smooth, positive, pick-up experience

Backup 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 to our policies and procedures (P&Ps) and code of ethics.

Ensures a safe environment for our associates, pets, and pet parents.

Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; transport to the vet as needed.

Maintains sales floor, pet training, adoption center, breakroom and restroom cleanliness standards.

Shared responsibility with store opening and closing procedures to ensure we uphold our brand promise.

Assists and works in other departments as required. Other duties may be assigned.

Follows all company policies and procedures.

Qualifications

2+ years of retail experience in a customer-focused environment.

Leadership experience preferred.

Full-time availability required, flexibility in schedule, able to work evenings, weekends, and holidays as needed.

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.

Supervisory responsibilities

No direct reports, however, are…


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